Customer Service Analyst

Professional Summary

. Twenty plus years of progressive multi-platform Information Technology

experience

. Certified SCRUM Master (CSM)

. Extensive Systems, Business Analysis and Design

o Case and Client Relationship Management

o Operational and Trust Accounting

o Data Warehousing and Reporting

o Instant Order System & Point of Sale

o Title & Escrow

o Eligibility Determinations (Family Medicaid, Food Stamps, and

AABD Programs)

. Strong Applications Development and Relational Database background

. Excellent Analytical, Presentation, Writing, and Interpersonal Team

Skills

Professional Experience

January 2010 - Present AnalyzeSoft, Corporation

Department of Revenue Criminal Investigative Unit, Juneau AK

As a Senior Business Analyst working on multiple projects simultaneously

designed and documented solutions resolving business or technology related

issues.

. Consulted daily with the Project Sponsor to capture and define both

stated and unstated needs for a new Case Management System that would

be the key tool for the newly formed Criminal Investigation Unit.

After having ascertained and documenting the high level requirements,

a series on consultations with individual investigators was performed.

Research was conducted on approaches in other states, results were

communicated, and analysis performed that included possible changes

and improvements in business processes.

. Created and documented Use Cases and Work Flows. Established "Trusted

Advisor" role with Project Sponsorship, and advised the Clients on

specific solutions with regard to process improvement, priorities, and

alternative approaches. Managed change throughout the Rapid

Application Development process, with a special focus on CIU Policies

- which were being enacted at the same time the Case Management System

was being developed. By addressing business problems as they arose in

the formation of this new unit, was able to translate those issues and

resolutions to the programming team for implementation.

Department of Health & Welfare, Boise ID

. Consulted on a daily basis with the Project Sponsor, key stakeholders,

business partners, and other state and social services organizations

to craft a potential solution that would revamp the 20 year old legacy

daycare application.

. Actively analyzed business needs and processes from multiple state

agencies centering on daycare, child subsidies, and case management.

Performed analysis on existing legacy systems and surveyed other

States' systems and processes identifying Best Practices. This

research also included other Commercial off the Shelf (COTS) systems

to determine best fit for the Department.

Implemented Borland Corporations Caliber and Silk Central, a world class

suite of tools to track business requirements, provide traceability, and

link those requirements to automated test cases used for software quality

assurance and automated testing.

August 2006 - November 2009 TEK Systems, Corporation

Department of Health & Welfare, Boise ID

As Business Systems Analyst implemented software solutions, as well as new

business processes, and eTools that have led to enhanced productivity, cost

savings, and a higher return on investment.

. Documented Business requirements, created Use Cases, and designed a

new web enabled Adult Medicaid Budgeting Application that determines

Client Participation and Patient Liability for Nursing Home and

Extended Services Participants

. Implemented a Business Rules engine that determines real-time

Eligibility for Family Medicaid and Food Stamp Programs

. Designed and implemented a conversion effort moving 58,000 Children

from a Cost Sharing Program to a lower Cost Saving program enabling

the State of Idaho to save over 7800 man hours working over 56,000

Family Medicaid Cases

. Interpret Policy with Stakeholder to develop new programs for Cost of

Living Increases

. Improved SRS ability to provide Customer Service by implementing a

enterprise wide Client Relationship Management program (CRM) that was

customized for the state of Idaho. This was used to provide customer

contact and program associated data and for quarterly reporting.

. Design and construct complex SQL, and ETL Jobs using native PL-SQL, T-

SQL that bridge data from Microsoft SQL Server, MySQL, and Mainframe

ADABAS sources to Oracle Databases, using both Oracle OWB and IBM Data

Stage

. Conversion of Legacy Data

August 2004 - July 2006 Fidelity National Financial

Senior Business Systems Analyst

As Business Analyst working within the RUP methodology compose Vision

documents, supplemental specification, and Use Cases in the support of a

Global Title and Escrow product. Specific areas include but are not limited

to Operational and Trust Accounting. As representative for the business,

collaborate with Stakeholders, Systems Analysts, Database Architects,

Developers, and QA to promote and release new software and functionality.

Other Daily activities include

. Complex SQL for data analysis (DB2, Oracle)

. Requirements Gathering

. Resolving assigned Incidents or Issues

. Process Definition and Workflow enhancement

May 2002 - August 2004 American Gemological Appraisals

Business Development Analyst

Wrote Business Requirement documents and implemented a Diamond Appraisal

System used to provide an insurance valuation document for both retail and

the diamond trade that is integrated with the three major Gemological

Laboratories GIA, ELG and IGI.

Implementation included but was not limited to writing functional and

technical specifications as well as UI definitions, database design (SQL

Server), and normalization. Designed of a graphical library of loose

diamonds that is presented in Crystal Reports. Utilizing MS Visual Basic

Application built a UI Prototype of application objects that was further

refined as a C++ Multi-User Client Server Application.

August 1998 - May 2002 Elite Information Systems

Product Systems Analyst

Responsible for the development, enhancement, and maintenance of a CRM

application (Apex) that integrated into a financial suite of products in

the Legal and Professional market place.

Responsibilities: Design Specification, Data modeling (Informix & SQL

Server), normalization, and Bug Management, Managing programmers and

support resources.

July 1993 - August19 98 Merle Norman Cosmetics

Senior Systems Analyst

. Designed and integrated an Instant Order System which enables studios

to electronically transmit orders to a centralized mainframe database.

February 1992 - July 1993 Megatronics Networking Group

Senior Systems Engineer

. Networking Integration support and Administration for Novell Netware,

and Banyan Vines Servers

May 1987 - December 1991 American Medical International

Technical Services Manager

. Directed projects that supported or enhanced AMI Hospital Information

Systems including

. Implemented connectivity solutions between Hospital and Physicians

Education and Technical Summary

A graduate of many technical and professional courses underscored by a two

year Certificate program from California State Fullerton.

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