Quality Assurance Project

PROFESSIONAL SUMMARY

Accomplished Business Systems Analyst and Project Lead. Serving as a

liaison between stakeholders and development teams. Demonstrates

organizational, analytical, and problem solving skills. Consistently

delivers high-quality products and services while working with cross-

functional teams in a fast-paced, multi-project, deadline driven

environment. Excellent communicator whose enthusiasm, attention to detail,

resourcefulness, and respect for others greatly contributes to the ability

to lead projects and to be an actively-involved team member.

PROFESSIONAL EXPERIENCE

Business Analyst/Business Systems Analyst

21st Century Insurance 2004 - 2009

. Leads requirements gathering efforts on projects with business

stakeholders, product management, system users, developers, other IT

business system analysts, and third party vendors, translating

stakeholder and user feedback into product requirements. Liaison with

the business users on behalf of the IT development team. Running full

lifecycles of projects ranging in size and complexity, involving 3

locations and 18 IT teams.

. Lead Business Systems Analyst on a multi-million dollar, multi-phase

eSignature project for the Internet application which involved 3rd

party vendors and security administration.

. Serves as the subject matter expert (SME) for the Chordiant front end

and Mainframe backend applications. Front End application point of

contact for major project transitioning manual business processes to

an automated systems application for the Customer Service department.

. Collaborates with 34 business system analysts as well as IT developers

at remote locations, using Interwise to present documentation and

produce optimal system solutions to satisfy business goals.

. Point of contact for business systems analyst, business analysts, IT

development managers and product managers on a $5M project, which

transitions the California auto product to our East Coast systems,

focusing on maintaining the quality of the product and the integrity

of the systems.

. Documents requirements using a variety of applications including Visio

to produce functional specifications, use cases, process flows and

activity diagrams, all of which are utilized by stakeholders,

developers, testers, and end users.

. Performs validation of systems functionality during development

integration testing and during production implementations.

Participates in QA testing, systems support and root cause analysis

for test and production defects, problems and issues.

. Trains and mentors staff in development procedures to ensure quality

and consistency.

. Participates in SDLC and SOX compliance audit processes, including

analysis, documentation, and reporting. Waterfall and Iterative

methodology used during projects.

. Provides quality analysis services and deliverables in a timely manner

through transition periods that resulted from two acquisitions and

mergers that occurred within a two year period.

Programmer Analyst/Quality Assurance Analyst

2001 - 2004

. Analyzed and reported test defects using Lotus Notes during the

testing phase that improved the quality of the system and applications

that were being introduced into the production environment.

(Continued)

. Created comprehensive test cases for production defects and major

project releases which covered multiple systems and software

applications.

. Performed quality assurance, regression and adhoc testing on front and

back end applications which minimized the risk of defects being

introduced during project releases.

. Executed and reviewed test script results for automation testing using

Rational Robot.

Customer Care Group Lead

1999 - 2001

. Supervised and supported call center representatives in a high volume,

detail-oriented call center environment. Knowledge of all aspects of

auto insurance products and procedures.

. Improved quality and call times by creating and supporting system

procedures and business processes for call center staff.

. Successfully handled and assisted call center representatives with

supervisor calls and difficult policy issues. Monitored phone queues

insuring call wait/hold times were minimized to improve the customer

experience.

Customer Care Representative

1995 - 1999

. Experienced Insurance Specialist. Processed policy transactions and

resolved customer inquires policy/billing questions and other issues

relating to insurance products and services. Exceptional

organizational and verbal communication skills with the ability to

interact diplomatically with all levels of staff and a diverse

customer base.

. Educated auto policyholder about their rates, coverage's, billing,

claims and any general inquires regarding their auto policies.

. Handled a variety of inbound and outbound phone calls in a high volume

call center from auto policyholders.

TECHNICAL EXPERTISE

Databases Knowledgeable in: Oracle, Toad, SQL Server,

MS-Access, and DB2.

Office Applications Ability to use: MS-Office, MS-Project, Sharepoint,

Lotus Notes, Adobe Acrobat, Serena Teamtrack,

Peoplesoft, Project and Portfolio Management

(PPM), Snag it, Interwise, WinCvs, Exceed.

Operating Systems Windows and Mac OS.

Additional Skills Project management, scheduling, and budgeting.

Excellent communication and reporting skills.

EDUCATION

. Project Management for Information Services-21st Century Insurance

. Business Writing

. Communication Skill for Success

. Professional Development Matters

. Basic Programming-Learning Tree University

. Visio 2003 Professional-ExecuTrain

LICENSES

. Fire and Casualty Broker-Agent. License # 0C48183 11/24/1998-Present

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