Customer Service Project Manager

BETSY FARRIS

Dallas, TX *****

*****.******@***.*** 972-***-****

BUSINESS SYSTEMS ANALYST

Solution focused Business Systems Analyst with expertise in defining,

communicating, implementing, managing and supporting projects and releases.

Proven industry expertise in healthcare, insurance, mortgage, financial and

web based systems. Self motivated creative problem solver with emphasis on

delivering quality Customer Service. Available for travel.

. Process and Procedure Improvement ? Internal and

External Client Interface

. Client and Customer Service Training ? Developer

Background

. Relationship Builder ? Team Lead

ACTION: Facilitated ordering, financial and reporting solutions for a

Fortune 15 company's Supply Management Online system used by hospitals,

pharmacies and VA's.

RESULT: A strategic team member for this high visibility, fast paced, award

winning online ordering system that grew over 153%, in the 4 years on the

team, averaging 3,800,000 order lines per week at over $85,000,000 per day.

ACTION: Reduced payment errors in the Account Management banking system by

90%.

RESULT: Recognized the need for process improvement and developed

requirements and test plans, worked closely with development and

implementation teams to install these much needed improvements.

ACTION: Documented and improved application and communication processes and

procedures for the Business Analyst team.

RESULT: Ease of navigation brought 3 new Business Analysts up to speed in

half the time.

Professional Experience

McKESSON CORPORATION, Carrollton, Texas 2005-Sept. 2009

Senior Business Systems Analyst - Team Lead

Research, analyze, plan, design, test, support and write requirements for

multiple ordering, financial and reporting applications for the Web and

Mobile services Supply Management online system.

. Act as Consultant and Project Manager to track issues and requirements,

communicate with business partners, developers, and other collaborative

and cross functional teams (BI, SAP, EDI, BW, Tandem) in order to meet

scheduled SLA and implementation dates.

. Analyze, design and write requirements, determine sizings and perform gap

analysis resulting in quality releases with low post production issues

and high speed to implementation rates.

. Work closely with Level 1 help desk to resolve help tickets and develop

their knowledge database. Act as Level 2 support on help tickets and

application issues focusing on superior customer service.

. Follow change control processes and use standard EDLC procedures and

practices in performing key design, integration and implementation

efforts leading to concise and timely releases.

. Create and execute test plans, test cases and use cases for support and

project releases until the QA team could be developed.

. Develop and conduct training for internal business partner, help desk,

Business Analysts, and various other teams to increase their knowledge of

existing or new application functionality.

Betsy

Farris

Page 2

ELECTRONIC DATA SYSTEMS, Plano, Texas 1997-2004

Technical Designer / Business Analyst / Consultant / Senior Programmer

Hartford AARP account. Research, Design, Plan, Analyze, Program, Test and

support multiple projects.

. Researched and developed conversion processes then gathered and analyzed

requirements into functional specs for the development team to use for

quick project implementation.

. Updated databases, created developer task list and test plans, attend

high-level business meetings and code walk-thrus, conducted UAT and

developed production release procedures.

. Led project testing and coordination for batch and online across various

teams: reused and created test data, test plans, and cases using

Hiperstation, validated input, UAT tested, and ran test cycles.

. EDS Billing System: Designed and created specs from high-level analysis,

create and execute test plans and cases, unit test in online and batch,

walk through and document testing and test results.

Information Analyst

Blue Shield of California account. Program, test and support of multiple

projects.

. Implemented Customer Relationship Management (CRM) to convert print

only reports to online access.

. Team leader: Implement ZOOM upgrades to CA-7 and populate new database

regions.

. Developed web based updateable SME screen capable of being accessed by

2 sister teams.

SOUTHLAND CORPORATION, Dallas, Texas

1996-1997

Senior Programmer/Analyst

Program and support for A/P, Procurements, Appropriation, HR and Employee

Insurance systems.

BLUE CROSS / BLUE SHIELD OF TEXAS, Richardson, Texas

1995-1996

Senior Programmer/Analyst

Designed, coded and documented user specifications for an Automated Inquiry

Tracking System.

POLICY MANAGEMENT SYSTEMS CORPORATION, Dallas, Texas 1985-1995

Senior Programmer/Analyst. Client Consultant for Education and software

installation.

Designed, coded and documented Mortgage Loan and Stock and Bond systems.

. Developed and presented technical education in-house and at client site

improving customer knowledge.

. Traveled to client's site for system consultations and software

installation and support.

. Conduct annual seminars for clients. Collaborate with client to choose

discussion topics and panels.

. Coded all main frame screens to GUI screens using EASEL for improved

system navigation.

TECHNICAL TRAINING

Languages: Visio, DB2, SQL, Spufi, Infotec, FileAid, COBOL, VSAM, PACBASE,

ALC, EASEL,

MS Word, MS Excel, MS Project, MS Access, MS Live Meeting

Platforms: Sharepoint, HP QC 9.2, eRoom, Cyclone, SAP, Java, CRM,

TSO, OS/2, RTMS, IMS, CICS

Test/Issue Tracking Tools: Remedy 5 and 7, TeaLeaf, Xpediter,

Hiperstation(Online Test Tool), Smartest,

Ager 2000(Data Aging Tool)

PROFESSIONAL DEVELOPMENT

Business Analyst Fundamentals and Writing Effective Business Requirements

Developing Requirements with Use Cases

Project Management Core Practices - Larochelle Education Series

Six Sigma White Belt LOMA I and II SCRUM Training

EDUCATION

Applied Associates in Computer Science, El Centro College, Dallas, TX

Certificate of Completion in Data Processing, Texas

Institute, Dallas, TX

AFFILIATIONS

Vice President Finance - Native Plant Society of Texas, State and Local

Chapter - 2009-2010

DFW IT Professionals Users Group

TeaLeaf Users Group

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