Customer Service Analyst
Resume:
Ingerbord Morrison
Southfield, MI. 48075
**********@*****.***
EDUCATION:
University of Detroit Mercy
Bachelor of Science in Information Technology
PROFESSIONAL SUMMARY:
I have 12 years experience in Information Technology, with 10 years
experience as a Business Analyst. I have a very strong background in
documenting requirements, problem solving, design flows and use case
development; I am very well Organized and goal-oriented with excellent
analytical, written and oral communication skills.
TECHNICAL SKILLS:
Databases: MS Access, RDBMS,
Microsoft SQL server 2005,
Tools/Languages: UML, Visio, Rational
Rose, MS
Office (Word, Excel, MS Project, PowerPoint,
Access),
Mainframe, SQL, DB2, JAVA, J2EE, Oracle
Methodology: Agile, Waterfall, SDM,
SDLC
Platforms: Windows
7/NT/2000/XP, Vista
Professional Experience:
MJI - Help Desk Support
March 2010 to Present
. Performed Computer troubleshooting, analysis, critical thinking and
problem solving skills in a Linux environment.
. Provided technology support for help desk calls by entering calls into
Spice works determining whether problems are caused by hardware or
software.
. Resolved calls immediately with the customers; evaluate each call to
determine appropriate response and referral; communicate with customers
regarding call status and follow-up with customer to assess customer
satisfaction level.
. Manage multiple tasks, occasionally in urgent situations, manage multiple
priorities.
. Trained employees in using new helpdesk software (Spice Works and JIRA)
to help improve IT issues.
January 2009 - February 2010
. Tutored students in English and ACT/SAT test preparation.
August 2009 - September 2009 New Horizons Computer Learning Center Livonia,
MI
Student
Ajilon - Business Analyst (Assigned to Ford Motor Co.)
10/07 to 11/08
* Facilitated requirement workshops defining and prioritizing requirements.
* Elicit requirements gathering sessions with stakeholders.
* Created use cases, activity and sequence diagrams using UML and unified
SDM artifacts.
* Liaised with stakeholders and SME's to communicate requirements and
status reports.
* Interfaced with stakeholders to prepare for review and sign-off in an
Agile, J2EE, JAVA environment.
Optech - Business Analyst (Assigned to Blue Cross Blue Shield of
Michigan)
04/05 to 8/07
* Define system scope and objectives.
* Performed document analysis of existing system and evaluated benefits of
new system.
* Elicit requirements and managed analysis for business unit (Membership
Department) and Design activity, sequence diagrams for (Claims
Department).
* Facilitated requirement workshop to define and review requirements.
* Writing and maintaining advanced SQL/PLSQL/Oracle queries for RDBMS
updates.
* Reviewed and wrote mainframe code retrieving data and creating report
layouts.
* Created use cases and test cases for software development.
* Ensure all artifacts complied with corporate SDLC methodologies in a
Waterfall environment.
Quicken loan - Document Specialist / Business Analyst
01/01 to 3/05
* Elicit stakeholders to drive out requirements for user documentation to
resolve data and application issues.
* Performed document analysis of existing system and evaluated benefits of
new system for processing mortgage loans.
* Facilitated JAD sessions to collect business requirements.
* Analyzes business and user needs, and translate them into system
requirements specification.
* Documented and prioritized requirements for software development, created
use cases, activity diagrams using UML methodologies in a J2EE and .NET
environment.
* Worked with QA team to create test plan and test cases for assessment and
validation.
CES Computer and Engineering Services - Business/ System Analyst (Assigned
to Chrysler)
10/98 to 11/00
* Manage analysis, status reports, and client presentations, created
process flows, and deliverables.
* Interviewed stakeholders to create business needs and objectives, and
prepared requirement package.
* Gathered requirements and performed analysis, documented requirements and
wrote use cases.
* Performed numerous customer service system request involving database and
system design. Wrote advanced SQL /Oracle queries for data manipulations
from VLDBS.
* Designed activity and sequence diagrams using UML; communicated technical
issues to non-technical staff.
* Facilitated JAD sessions presenting business requirements and reports.
* Ensure all artifacts complied with corporate SDLC policies in an Agile
environment.
CES Computer and Engineering Services - Sr. Mainframe Programmer (Assigned
to Chrysler)
04/94 to 10/98
. Wrote Cobol programs for new development, maintenance, enhancements
and testing to expand Depot
Codes to pass through the systems located on CLDC, MLDC and ODDC in
a Mainframe environment.
Developed and designed database architecture logical and physical
design using object modeling. Analyzed and developed programs using SQL
to increase efficiency and adapt to new requirements to
enhanced reports.
. Prepared test data and test cases for DB2 and IMS databases, all
internal logic regarding depot codes
Revamp to accompany efficient logic and must comply with Chrysler
Year 2000 Mainframe code
standards. Ensured the client met the Mainframe conversion for the
year 2000.
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