Manager Customer Service

Kathy Hackmyer H. 919-***-****

Business Systems Analyst C. 914-***-****

ac158a@r.postjobfree.com

Technology professional with over 20 years working with government clients (Revenue, Unemployment Insurance, Social Services, Community College), managing implementation of a healthcare information and EMR system, private and retail sector application development (manufacturing logistics and pharmacy system).

Practiced In:

Requirements Elicitation

Functional & Technical Documentation

Service Design Packages (SDP)

User Guides/Training Materials

Workflow Diagrams/Other Project Artifacts

Prototype Websites/Reports

Education & Training of Business Teams

Data Analysis & Reporting

Team Collaboration/Liaison

Interpersonal Communications

Problem Resolution/Negotiation

Project Management/Administration

Extensive SDLC Experience

Agile & Waterfall Methodology

JAD Sessions

Analytical, Creative & Critical Thinker

Customer Service & Support

(Verbal, Written, Listening)

Microsoft Office Suite – WORD, Excel, Visio, Power Point, Outlook, SharePoint, JIRA

Work Experience:

Business Systems Analyst / NC Department of Revenue (FTE)

June 2015 - Present

Business Systems Analyst (Temporary Solutions) Contract NC Department of Revenue

January 2015 - June 2015

Work with teams of Business Users (Financial Services, Collections Division, Motor Fuels, Excise Tax) along with Developers and the Strategic Testing team to develop Service Design Packages.

Facilitate and lead team meetings to determine and document Business & Functional Requirements. Set agendas and record minutes.

Elicite requirements and business needs/rules using interviews, document analysis, workshops and site visits with business users.

Business Analyst (Randstad Technology) Contract Hill-Rom

February 2014 - April 2014

Led requirements workshops for cross-functional project team (Engineers, Managers, Architects, BA's).

Critically evaluated information, gathered from workshops and multiple internal/external sources, to expose and reconcile requirement conflicts, and decompose high-level information into details.

Delivered various artifacts, including Process Models, Power Point presentations, Functional Requirements, User Stories & associated Tasks.

Business Analyst (TekSystems) Contract BCBSNC

December 2012 - January 2013

Supported a large web portal project that revolved around the search, quote, purchase, and management process of online health insurance offerings from the consumer-directed perspective.

Was responsible for being the diversified markets point-person when gathering requirements and system flow specifications from IT vendors and the business.

Worked with development teams, testers, analysts and business stakeholders.

Business Analyst (KForce) Contract NextEra Energy Resources

June 2012 - September 2012

Worked with Risk, Accounting, Management staff, and outside Software Vendor (Adapt2) to successfully implement ERCOT ISO Link project.

Lead and facilitated team meetings to determine business and functional requirements; authored and distributed meeting minutes.

Participated in QA and UAT – writing and monitoring test plans.

Business Systems Analyst (Questa Technology) Contract NC Department of Revenue

December 2011 - June 2012

Worked with team of Business Analysts, Systems Analysts, IT software programmers, Business Users, SME’s and outside consulting firm (CGI) to define Functional Design specifications.

Facilitated and lead team meetings to decompose high level information.

Documented business requirements and created work flow diagrams.

Elicited requirements and business needs using interviews, document analysis, workshops and site visits with business users.

Business Analyst (Time Limited) NC Dept. of Commerce Div. of Employment Security

April 2011 - December 2011

Worked with team of Tax Auditors to analyze current system (as is) and document business function requirements (to be).

Identified project scope, developed timelines & project plans

Coordinated and documented team outcomes, created context diagrams, use cases & application flow diagrams, activity diagrams and screen wireframes.

Researched and recommended business process reengineering initiatives. Consulted with management staff on system solutions.

Analyzed issues and negotiated solutions with team of Tax Auditors. Lead and facilitated JAD sessions.

Sr. Systems Analyst/Programmer / Westchester Community College (FTE)

November 2001 - August 2009

Designed and developed computer code to create Registration, Admissions, Financial Aid, Bursar, and Business Office applications for Credit and Non-Credit classes, using Unisys 4GL language MAPPER.

Designed, developed and coded student self-service web pages (Registration, Course Availability, Transcripts, Student Bills and Schedules) using Unisys web interface product COOL-ICE along with HTML and JavaScript. [Reduced student lines during Registration periods by over 50%.]

Created accurate and timely reports for items such as Attendance Rosters, State mandated Institutional Research data, GL accounting and audits and problem ticket statistics.

Tested, debugged and implemented above programs; developed testing data and performed data input; wrote system documentation; implemented program enhancements and effected maintenance on applications.

Trained staff, faculty, students and all levels of management in all areas of computer and application usage.

Performed project management and tracking; regular meetings with clients/users, created test plans, project plans, implementation plans and tracked project through SDLC life cycle.

Provided production support for both maintenance and enhancement solutions.

Resolved approximately 250/year help desk tickets and production failures for software applications and hardware issues submitted by user community. Provided individual face-to-face and phone support.

Business Analyst/Project Manager / New York Bariatrics (Part-time Consultant)

February 2005 - July 2006

Performed needs assessment for office manager and staff, surgeons, dietician, social worker and patient educator for EMR (electronic medical records) software package in pursuit of achieving ASBS Center of Excellence certification (achieved in 2006).

Gathered and documented business requirements and analyzed various EMR packages from several vendors (Remedy MD, Medical Manager); recommended best product to office staff and surgeons.

Installed software; acted as intermediary between clinic staff and software vendor. Trained all staff in use of application.

Assisted users and vendor to customize package to clinic's specific needs. Acted as local helpdesk and performed customer support for clinic staff, surgeons, et al.

Education:

ASPE, Inc. Raleigh, NC 2011

Course Work:

Agile Boot Camp

Business Analysis Fundamentals

Business Analysis Boot Camp

Planning and Facilitating JAD Workshops

Business Case Development

Developing Requirements with Use Cases

Managing Requirements with CASE COMPLETE

Calgary Co-op 1994

In House Training:

Fundamentals of RDBMS

Time Management Course

EDI Basics

Spantran Evaluations Services (NACES)

(Equivalency) Bachelor's Degree, Computer Information Systems, 1989

[Awarded during Green Card process]

Okanagan College, Kelowna, BC Canada

Associates Degree, Business Administration; Marketing, 1980 – 1982

Certifications:

Learning Tree International, New York 2008

Web Development Certified Professional

JavaScript Development Certified Professional

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