Customer Service Analyst

Jana L Morse

********@*******.***

Home: 614-***-****

Cell: 614-***-****

BUSINESS ANALYST

Goal-oriented disciplined professional with broad based technical

experience including operations, information technology and quality

assurance. Expertise in analyzing data, functional, and technical

information to research and resolve defects for new functionality,

workflows, testing planning and production issues. Recognized as an

analytical problem solver with a strong knowledge base who develops and

implements winning strategies to reduce cost and maximize efficiency.

Key Competencies include:

Creating Requirements Project Management UAT Testing

Production / Operations Quality Center Oracle SQL,

Data Mapping /Conversion Microsoft Office Mainframe System

analysis

PROFESSIONAL EXPERIENCE

JPMORGAN CHASE, Westerville, Ohio

1985 - 2010

Business Analyst, Card Services

. Teamed with Lines of Business clients (Customer Service, Risk,

Collections, Fraud, Output Operations, and Payments) to successfully

convert accounts from an old platform to a new platform. Completed

multiple conversions on time, on budget and with no defects.

Significant accomplishment include:

. Served as lead analyst for Collection and Recovery Services on a

TSYS to a customized TSYS platform conversion in a record 4

months. This conversion occurred with less than 1% customer

impact saving over $50 million in operating coast.

. Served as lead analyst for Collection and Recovery for

conversion of over 30MM accounts from FDR to TSYS platform.

Overall project had less than .04 % negatively impacted

customers. This represented a significant change in environment

from a VSAM (Virtual Storage Access Method) to a relationship

data base platform.

. Served as lead analyst for Collection and Recovery Services on

in-house to FDR platform conversion. This was the largest credit

card portfolio conversion in industry history with over 60MM

accounts and $100B in receivables delivered on time and with no

priority 1 or 2 level issues.

. Facilitated discussions with line of business clients to identify and

clarify critical mapping issues resulting in successful conversion of

accounts from old platform to new platform.

. Developed, documented and trained system analysts to leverage

Mainframe system information to analyze data and to move accounts from

one platform to another to promote consistency and expand the

knowledge base for all associates.

. Researched and resolved defects as assigned in quality center

utilizing technical specifications, use cases, and reviewing program

code.

Designed and developed testing processes to support data conversion and

development by creating detailed documentation and testing requirements

across multiple system applications. Wrote and updated use cases and

functional documentation for new projects and break fixes.

Performed post conversion activities, including the validation of first

occurrence items that were identified by the business as being critical to

verify customer accounts were processed correctly.

Wrote and executed report programs on mainframe and data warehouse to

analyze data an served as a liaison between line of business clients and

technical experts

TECHNICAL PROFICIENCIES

. Software: Oracle SQL, Quality Center, JIRA, and Peregrine Microsoft

Office (Excel, Word, Access, PowerPoint, Outlook),

. Mainframe: TSO, File-Aid, Easytrieve, Multiple credit card platforms

EDUCATION

. BS, The Ohio State University

. Degree Computer programming for business, Devry Institute of

Technology

. Degree Business Analyst certification from University of Colorado at

Denver

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