Project Customer Service
Resume:
Professional Experience
Self Employed **** to Present
Boston Ma
Professional Photographer
John Hancock 2007 to 2009
Boston MA
Senior Business Analyst
* Created 22c-2 database for automating transaction activity to meet
SEC requirements
* Documented complex workflow processes using Visio
* Streamlined manual processes utilizing Lean / Six Sigma principles
* Lead project to streamline proxy data gathering and tabulation process
* Developed a system to enhance the annual and semi annual statement
process which reduced mailing costs by over 1 million dollars and
decreasing errors by 90%.
* Lead project to centralize all fund level administrative information.
* Created business requirements, estimates and analysis on a data
warehouse project.
* Prepare detailed specification documents including gathering user
requirements, UAT testing requirements including test cases, business
requirements for systems requirements analysis, end user training
manuals, and coordinating project plan calendar.
* Created requirements on a new retirement record keeping system
* Facilitated joint application requirements (JAR) sessions for high
level requirements.
* Created current and future process flow diagrams
* Developed detailed project plans for tracking development on project
related tasks
Fidelity Investments 1995 to 2007
Boston MA
Senior Business Analyst/Business Analyst 2001-2007
* Lead small scale projects (3-9 months) through entire project
lifecycle.
* Participated in larger projects (12+ months) working with a project
manager, business users, systems developers in a team environment.
* Analyze existing business requirements to develop test and acceptance
plans.
* Prepare detailed specification documents including gathering user
requirements, UAT testing requirements including test cases, business
requirements for systems requirements analysis, end user training
manuals, and coordinating project plan calendar.
* Initiate project planning throughout a project cycle using FSDM
methodology (PPI, SRA, UAT testing, implementation and transition).
* Act as Liaison between business users and systems programmers in
project planning to translate business requirements into technical
specifications and testing requirements.
* Test end user applications and document system defects.
* Create procedural documents and training materials for business users.
* Coordinate and schedule meetings, create meeting agendas, document and
communicate meeting minutes.
* Created multi-media presentations for division wide quarterly meetings
* Developed several Access databases for Proxy Account reconciliation,
defect tracking, and departmental research requests.
Team Manager Work leader / Operations Specialist 1995-2001
* Primary responsibilities include managing all the day-to-day
operations of 20 associates of a DTCC/ NSCC operations team and a
customer service call center
* Responsible for writing and delivering bonus and merit reviews as well
interviewing and hiring all direct reports as well as assisting with
individual career development, training new associates, coordination
the distribution of daily work and maintaining proper quality control
standards.
* Ranked as one of the highest scores on the Gallup Workplace Associate
Survey for managers with a score of 4.32 out of 5.00 (compared to an
industry average of 3.84)
* Worked with programmers and developers in developing business
requirements and post install verifications for projects.
Boston Financial Data Services1992-1995
North Quincy, MA.
Fund Liaison / Operations Specialist- State Street Research
* Responsibilities include processing trade and dividend adjustments
* Processing all transaction types including nasu, redeems, maints,
transfers, and exchanges
* Maintaining the operational relationship between the fund and the
transfer agent by providing extra customer service
* Familiar with mutual funds and products as well as multiple load
structure funds.
Awards
* 2006- You are a Star Award- recognized by my peers for assisting with
teamwork activities.
* 2005- Championship Team Award: Proxy Reconciliation project
* 2004 - Championship Team Award: Northern Trust Conversion
* 2004 - On the Spot Award (twice) nominated by peers for recognition
* 2004 Employee of the Month - Nominated by my peers for outstanding
work
* 2000 Chairman Shares Award - received private stock in company for
years of dedicated service to the company
* 1997 Outstanding Service Award- for providing outstanding customer
service to our clients
* 1995 Extra Mile Award- for going above and beyond the call of duty
Education
1987-1991
University of Hartford
West Hartford, CT
BFA
References
"Dave is one of the best Sr. Business Analysts with whom I've ever had the
pleasure to work. He has excellent financial services industry knowledge,
as well as a solid background in technology. He is very detail-oriented,
and his documentation speaks for itself. Dave understands project
management and its importance; and he is able to communicate effectively
with all levels of business partners. Finally, he's a fantastic team player
and is a true asset to any project or organization." July 20, 2010
John Roy - Director John Hancock Project Management Office
"While a Director of L&D at Fidelity Pricing & Cash Management Services
business unit, I served with Dave on the Human Asset Team-part of a major
employee engagement and organizational effectiveness initiative within the
Investment Management Operations business unit. Dave volunteered to be a
member of the team, which was trying to effect lasting change and positive
employee engagement. He brought an uncommon degree of energy, enthusiasm,
and ideas to the team's work and made significant contributions to the
team's achievements. He consistently applied his influencing skills to the
accomplishment of team goals, and set the example for the rest of the team.
Dave possesses a unique combination of talents, skills, knowledge, and
motivation that enable him to take on all sorts of challenging assignments-
technical and otherwise. He is the guy who gets it done." December 1, 2009
Paul Agnew, Director-Learning & Development, Fidelity Investments-
Fidelity Pricing & Cash Management Services
worked with Dave at Fidelity & Trust Bank
"I worked with Dave on several challenging projects at Fidelity Investments
and also hired him into my organization. He is an excellent Sr. Business
Systems Analyst and Consultant. He is highly respected by his colleagues
and business partner's. He does excellent work as an independent
contributor and in a team environment. His business acumen, technical
knowledge and analytical skills are outstanding. He is able to easily
articulate complex issues in a manner that is easily understood by the
business. Dave is a dependable, thorough, easy to work and a team player. I
could always rely upon Dave to deliver his projects on time, accurately and
within budget. He does excellent work." October 19, 2009
Bill Balfour (Director of Business Analysis at Fidelity Investments) worked
directly with Dave at Fidelity & Trust Bank.
"I worked closely with Dave on many initiatives at Fidelity Investments.
Dave served as a Business Analyst, and consistently did a superior job in
translating business desires to understandable and testable requirements.
He was excellent at collaboration, finding win-win situations in all
projects by balancing the interests of the business with the restrictions
and realities of the project parameters. In addition, Dave is a very open
and friendly individual, and always a pleasure to work with. I would highly
recommend Dave for any position he is qualified for." October 15, 2009
Brian Kaufman (Director - Systems at Fidelity Investments) worked with Dave
at Fidelity & Trust Bank.
"I worked closely with Dave for over a year on both system and business
process improvements for the pricing group. He is a hard worker who always
makes the extra effort to ensure projects go smoothly. Dave is able to
understand the business needs and to work with technology teams to ensure
those needs are met. Dave also has strengths in relationship building. Dave
quickly built effective relationships with stakeholders from other business
units as well as with the FPCMS teams." October 13, 2009
Sherri L. Potter (Senior Business Analyst, Technology Group-Finance at
Fidelity Investments) worked directly with Dave at Fidelity & Trust Bank.
"I have worked with Dave in Financial Services and he was a great rep at
Boston Financial. He always paid attention to detail and worked his was
from Operations into the Adjustments area which I managed at the time. I
can endorse Dave in this capacity as a hard worker and he was meticulous
about his high quality of work." November 9, 2009
Michael Faria, ( Manager, Boston Financial Data Services)
managed Dave indirectly at Fidelity & Trust Bank
"I had the pleasure of working with Dave Eby while in the Business Analysis
Group at Fidelity Investments. Dave is very thorough in his analysis and
presentation of materials. Dave worked with me on a very complex regulatory
project and his vast array of knowledge and dedication to the project were
what made the project a success. Dave always met his deliverables on a
timely basis and was very professional and enjoyable to work with. It is
without hesitation that I recommend Dave." November 6, 2009
Colleen Sweeney, Business Analyst Consultant, Fidelity Investments
managed Dave indirectly at Fidelity & Trust Bank
"While working with David Eby, I came to rely on his breadth of knowledge
regarding both systems and the logical flow of events when planning and
implementing department level projects. He seems well versed in procedural
method, but is also highly capable of creative problems solving. His
instincts regarding the balance between these two methods made all the
difference while working together on a number of important department
initiatives. We took on several of these projects knowing we had strict
limits on available time and resources; we had to offset these limitations
with determination and creativity, sometimes at the expense of elegance.
Mr. Eby's patience and flexibility with regard to these demands did not go
unnoticed. Besides being very smart and creative, Mr. Eby was also very
pleasant to work with. He always worked with a collaborative mindset, which
helped to keep the lines of communication open, and helped propel us past
the finish line on multiple occasions." March 26, 2010
Stephen Cavey, Senior Tax Analyst, John Hancock
worked with Dave at John Hancock
Brian O'Loughlin
FIIS Director
(Former Director FIIS NSCC)
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David Eby
71 Leawood Ln
Attleboro, Ma. 02703
********@*******.***
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