Business Analyst

AMANDA KITTERMAN

**** ******** **., ****** ** ***24 C: 512-***-**** ************@*****.***

Summary

Business Support Specialist with more than 16 years of experience in training coordination, design and deliver for multiple organization. Business Analyst with 9 years of experience supporting business solutions software, policy standardization and software implementation.

Skills

Scope and project definition

Functional requirements

Requirements gathering

Business process improvement

User acceptance testing

Critical thinking & troubleshooting

MS Office proficient

Adobe Captivate & RoboHelp proficient

Curriculum development and assessment

Public speaking & training facilitation

Experience

Business Analyst

DXC Technology (Texas Department of State Health Services) – Austin TX

Feb 2017 – Current

Establish requirements and modifications for the new Texas Immunization Registry database.

Draft functional change documents using requirements such as scope, process, alternatives and risks.

Collaborate regularly with cross-functional teams to review and approve project deliverables.

Develop slideshows and other forms of media to present progress to the executive and leadership teams.

Develop numerous detailed test plans and conducted multiple levels of testing including functional, regression, user-acceptance, integration and performance testing.

Provide input and recommendations for resolving defects with minimal impact to the client and end-users.

Proactively identifies and manages changes to requirements and identify risks for clients.

Work under general direction with freedom to use independent judgment.

Business Analyst / Training Specialist

Hewlett Packard (Texas Department of State Health Services) – Austin TX

Feb 2016 – Jan 2017

Collaborated with client to review and approve project deliverables.

Conducted multiple levels of testing including functional, regression, user-acceptance, integration and performance testing.

Developed multiple forms of training and procedures materials including classroom presentations, job aids, procedural documents, videos and user manuals.

Delivered and facilitated effective classroom Train-the-Trainer sessions.

Hosted multiple Go to Webinar training sessions for external UAT testers and end-users.

Facilitated weekly meetings with the client to review progress and prioritize training deliverable.

Customer Care Analyst / Training Specialist

Dell Inc. – Round Rock TX

Feb 2008 – April 2015

Performed needs assessments to identify and define strategic priorities.

Collaborated regionally and globally with different organizations, to implement standardization and drive efficiency.

Implement Lean Manufacturing principals to eliminate and reduce non value added work within the organization.

Led process implementation and improvement projects to reduce Total Time to Resolve (TTR) and Total Contacts per Order (TCO) rates.

Creating six new hire training curriculums to reduced training times from three to two weeks and improve knowledge retention for various positions.

Led learning enhancement classes focused on improving people skills needed to help increase the Net Promoter Score.

Maximized team efficiency by redefining the training intake process that outlined how our team scoped, prioritized and managed training requests.

Education

Associates Degree - Business Administration

Austin Community College

September 2001

Additional Skills

Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint, Visio), Adobe Acrobat, Captivate and RoboHelp, Lean Principles, Six Sigma / Green Belt and Yellow Belt certified, knowledge of Software Development Life Cycle (SDLC), knowledge of Project Management Life Cycle (PMLC), knowledge of Application Lifecycle Management (AML), effective communication skills, leadership, change management, problem solving, information gathering, training design and delivery, self-motivated, organization, attention to detail, flexible, coach and mentor, deals with ambiguity.

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