Customer Service Project
Resume:
Stephanie Holland
Trenton, NJ 08618
*********.*.*******@*****.***
Summary
System Integration Technology consulting analyst with intensive experience
gathering business requirements, data analysis and interfacing with business
users and technology experts in various client-facing environments.
Experience
Sept 2008 - Nov Accenture Charlotte, NC
2012
Consulting Analyst, Systems Integration Technology
Merger Integration Assessment
The client is a mid-size financial institution head quartered in Gulfport, MS.
Accenture's role was to assist the client with Systems Day 1 initiatives
Detailed Scheduler
Deployment: Responsible for the build out of the detailed schedule (MS Project
and QuickBase) used by the executive team and workstream leads, that specified
the step-by-step chronological list of all the activities that took place
during the SD1 event
Project Management: Performed as the Detailed Schedule Tracker for February
Release, DR1, DR2, and SD1. Followed up with workstream contacts regarding
tasks that were not started/completed by specified time
Continuously worked with workstreams to discuss their tasks as it related to
the DR1, DR2, and SD1 detailed schedule, in order to gain an understanding of
the events to take place, and to finalize the correct sequence of events
Data Quality Analyst
Used SQL and MS Access to support the creation of customer mail files,
determined base population metrics, and identified/quantified customer impact
populations
Identified data quality issues and worked with the client to determine
severity of the issues, worked to resolution, and reported the progress via a
scorecard
Constructed top 25 customer impact reports, that was used by the client to
notify customers of upcoming changes
Transparency Program
The client is a global pharmaceutical company that discovers, develops, and
distributes pharmaceutical products. Accenture's role was to ensure that the
client's processes and systems are able to meet the US Transparency Program's
policy
Business Analyst
Analysis: Initiated contact with system and business owners to gather
requirements for the Data Capture workstreams in order to complete the
functional designs for the US Transparency Program
Design: Documented the requirements in a functional design that satisfied the
program and the FDA and obtained sign-off on the designs from the system
owners
Learned from Documentum SME on how to update the FRS, SDS, URS, and RTM of a
federally regulated system based on the requirements outlined in the
functional design for the Electronic Review Committee system (eRC) and
obtained signoff from IS Quality and Validation and Compliance review
committees
Development: Met daily with the offshore development team to ensure
requirements are reflected in the build
Integration/Testing: Led the testing efforts for the eRC system, where I was
responsible for creating test scripts and oversaw the execution of the test
scripts by the business owner
Branch Model/Core Banking
Client is a large banking franchise, headquartered in Birmingham, AL.
Accenture's team was working with the client to implement Alnova, a branch
platform. This solution would help the client improve operation efficiency and
customer service, improve scalability, and standardize consolidated
information.
Bank Business Analyst
Planning: Assessed the current state of deposit reports in the current system
by actively participating in scheduled workshops with the client throughout
the week
Analysis: Identified customer requirements through active participation in
workshops with the owners and users of the report
Design: Defined the future state of the reports by completing a D220,
functional design, based the reports identified as being in-scope
Selected to complete additional work needed by the client by mapping data
elements for the current system to the new Alnova data elements based on all
D220s created by the deposit reports team
Transition Test Strategy
Client is based in Charlotte, NC and is one of the largest financial services
institutions in the US. Accenture's role was to assist the client with Systems
Day 1 Test Planning and Implementation
Test Strategy Analyst 4
Interacted with TDM and PMs on the Client Transition team to obtain project
requirements and followed up as necessary
Captured and compiled SD1 project requirements and documented them in the SD1
Test Requirements Survey
Worked with the Implementation team to build the Detailed Task Schedule (DTS),
consisting of over 80 projects, for the June, July, August, and September
releases
Administrator for QuickBase: uploaded/updated tasks, granted user access,
built custom reports
Deployment: Participated in Master Control Room activities for the October
release, Dress Rehearsal, June, August, and September releases
Full Service - SASP
Client is a large government agency. Accenture's role was to create a program
that provided them with end-to-end visibility and a seamless process using
intelligent barcodes
Test Analyst
Reviewed business requirements to derive TCER (Test Conditions and Expected
Results) and created test scripts
Produced applicable test data which related to the defined test scripts
Setup test environment and pretest conditions using Informatica, XMLs, TOAD
and BENTHIC
Conducted iterative execution of test scripts to verify functionality performs
as expected
Documented and track defects from conception to resolution
Participated in certification processes such as peer reviews and signoffs.
June 2008 - Aug SAS Institute Cary, NC
2008
Summer Intern
Worked in the Sales and Marketing Intranet department helping organize and
execute team site migrations from SharePoint 03 to SharePoint 07
Updated and modified validation slides so that they are current and follow the
correct format
Archived positioning and presentations and verified access to those documents
from the intranet
Skills
Business Analysis Business Process Call Center Data Analysis
Design
Functional Design HP Quality Center MS Excel MS Project
MS Access MS Visio Project Management Project Planning
QuickBase Requirements Requirements SDLC
Analysis Development
SQL Test Oracle Answers Oracle BI Publisher
Planning/Execution (training) (training)
Education
Jan 2009 - Dec North Carolina Central University Durham, NC
2014
24/36 credits earned; Master of Information Science
Aug 2005 - May East Carolina University Greenville, NC
2008
BSBA; Management Information Systems
Aug 2002 - May Pitt Community College Greenville, NC
2005
AAS; Information Systems
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