Customer Service Project
Resume:
Bryan E. Adamson **** North ***rd Avenue
Omaha, NE 68134
H - 402-***-****
C - 402-***-****
*********@***.***
Business Systems Analyst with 20+ years’ experience in requirements gathering, QA Testing, training new and current employee/customers, problem resolutions, gap analysis, risk management, software enhancements, application upgrades/mergers and systems support.
Skills
JIRA Microsoft Word Microsoft Excel Microsoft Outlook
Confluence Net Beans Visio Snag It
Microsoft PowerPoint HP Quality Center SQL Query
Professional Experience
Election Systems and Software
Omaha, NE
Product Business Systems Analyst March 2016 – June 2017
Acted as liaison between product owner and technical team
Identified and managed all the stakeholders to gather requirements for enhancements to Electionware
In conjunction with QA Testers, tested the functionality of new voting machines
Delivered clear, concise product requirements for new and existing software modules for Electionware
Defined milestones, deliverables and communicated project scope
In conjunction with development, implemented new modules for Electionware
In conjunction with documentation writers, implemented new training manuals
Managed requirements in an Agile format using JIRA to organize the work for developers and QA Testers
Mutual of Omaha
Omaha, NE
Senior Business Systems Analyst July 2009 – March 2016
Acted as liaison between product owner and technical team
Acted as Database Administrator for EApplication rules database
Acted as EApplication System Administrator
Identified and managed all the stakeholders to gather requirements for enhancements to various systems
In conjunction with QA Testers, tested the functionality of new software enhancements
Acted as a trainer for new and existing employees
Acted as liaison between internal users and technical team
Delivered clear, concise product requirements for new and existing software updates
Acted as a trainer to end on software updates
Managed requirements in an Agile format using JIRA to organize the work for developers
Quality Assurance Testing Support
Evaluated user problems and issues with software performance
Identified program variances identified through testing
Provided feedback to developers
Created test plans
Business Systems Analyst
Acted as liaison between product owner and technical team
Identified and managed all the stakeholders to gather requirements for enhancements to various systems
Acted as liaison between internal users and technical team
Delivered clear, concise product requirements for new and existing software updates
Acted as a trainer when new software updates were released
Managed requirements in an Agile format using JIRA to organize the work for developers
Bass & Associates
Omaha, NE
Consultant August 2008 – June 2009
NeHII
Acted as a trainer for physicians and their staff on how to use the NeHII medical record sharing software.
Implemented new training manuals
Identified and managed all the stakeholders to gather requirements for enhancements
Acted as customer service liaison when doctors and medical staff had questions regarding the software.
Tenaska Marketing Ventures
Implemented new training manuals for the BookMark system using DOORS and Case Complete. The project was completed ahead of schedule.
In conjunction with QA Testers, tested the functionality of new software
West Asset Management
Omaha, NE
Business Analyst June 2007 – June 2008
Acted as a liaison between the business partners and technical resources on the application development team and on other West Asset Management teams.
Preformed Project Management roles by managing resources, managed communications regarding the project, prepared documentation and risk assessment.
Followed a software development lifecycle.
Prepared all project related documents (Functional Specifications, Process Flows, Test Plans, Test Scripts) for projects impacting Insurance Services and the Trilogy and IRIS systems.
Participated as a team member on multiple projects at the same time, adhering to all deadlines for document delivery and testing.
Obtained resources needed to resolve questions or outstanding testing issues.
Worked closely with business and technology partners to keep projects in scope and on target.
Largest project that I participated in was to create a Coordination of Benefits Letter for Blue Cross Blue Shield of Massachusetts (BCBS of MA). This letter was asking the members of BCBS of MA if any of the members on the policy had insurance coverage with another provider. My primary focus was working with the web developer but I also coordinated the developers, created test account, wrote test scripts, tested the web page and created and updated the documentation.
CSI Indemnity
Business Analyst March 2006 - June 2007
Acted as a liaison between the client services team and technical resources.
Prepared all project related documents (Project Specifications and Process Flows) for projects impacting Client Services.
Participated as a team member on multiple projects at the same time, adhering to all deadlines for document delivery and testing.
Obtained resources needed to resolve questions or outstanding testing issues.
Worked closely with business and technology partners to keep projects in scope and on target.
Created process flows for all Bank of America’s products and services that were offered by CSI.
Prepared monthly reports for Bank of America showing the attrition of the various products that were offered. The results were placed into a PowerPoint presentation and presented to Executive Management at CSI and Bank of America.
Helped evaluate the call center agents by listening to their telephone calls with customers.
Vertrue Incorporated March 2004 – March 2006
Business Analyst
Acted as a liaison between the client services team and technical resources.
Prepared all project related documents (Functional Specifications, Process Flows, Test Plans, Test Scripts, Training Documentation, Train the Staff Members, 24/7 support) for projects impacting the Siebel CRM Insurance Services.
Followed a software development lifecycle.
Participated as a team member on multiple projects at the same time, adhering to all deadlines for document delivery and testing.
Obtained resources needed to resolve questions or outstanding testing issues.
Worked closely with business and technology partners to keep projects in scope and on target.
Helped evaluate the call center agents by listening to their telephone calls with customers.
Created training documentation
Reported monthly to Executive Management showing the performance of the IT department.
Largest project that I participated in was to capture the CSV number for all credit transactions. This was a requirement from VISA. For the project, I created the six new applets that the customer service representatives would be using. The screens included scripting and FAQs to assist the representatives. I created the training document that would be used by the corporate trainers to train the staff.
IT Auditor
Preformed quarterly Sarbanes Oxley audits and received 100% for three quarters in a row.
Created and monitored SDLC for Sarbanes Oxley requirements.
Compiled information and prepared for reports for analysis for external auditors.
Tested and documented on controls to insure adherence to IT policies, procedures and regulations.
Provided guidance to management in the development and implementation of new and revised internal control procedures.
CSG Systems Incorporated December 1997 – March 2004
Business Analyst
Acted as a liaison between the client services team and technical resources.
Followed a software development lifecycle.
Prepared all project related documents (Functional Specifications, Test Plans, Training Documentation, Train the Staff Members, Cost Estimates) for projects impacting the my clients, Time Warner LA, Time Warner Houston, Comcast (formally AT&T Broadband) and Mediacom.
Participated as a team member on multiple projects at the same time, adhering to all deadlines for document delivery and testing.
Obtained resources needed to resolve questions or outstanding testing issues.
Worked closely with business and technology partners to keep projects in scope and on target.
Created training documentation for internal and external purposes.
Traveled with Sales to assist with any questions from the clients.
Awarded a customer service award for excellence in 2003.
Account Manager
Account Manager supporting project initiatives for Comcast (formally AT & T Broadband.
Helped transfer numerous Comcast sites to one standard cable. Statement. Saved the company $100,000.
Supported the clients with system questions.
Prepared all project related documents (Functional Specifications, Test Plans, Training Documentation, Train the Staff Members, Cost Estimates) for projects impacting the my clients, Time Warner LA, Time Warner Houston, Comcast (formally AT&T Broadband) and Mediacom.
Participated as a team member on multiple projects at the same time, adhering to all deadlines for document delivery and testing.
Obtained resources needed to resolve questions or outstanding testing issues.
Worked closely with business and technology partners to keep projects in scope and on target.
Created training documentation for internal and external purposes.
First National Bank of Omaha (FNBO)
Business Analyst August 1993 – December 1997
Business Analyst supporting project initiatives for internal customers who used the software The Bankcard System.
Followed a software development lifecycle.
Acted as a liaison between the client services team and technical resources.
Prepared all project related documents (Functional Specifications, Test Plans, Training Documentation, Train the Staff Members, Cost Estimates) for projects impacting the my clients.
Participated as a team member on multiple projects at the same time, adhering to all deadlines for document delivery and testing.
Obtained resources needed to resolve questions or outstanding testing issues.
Worked closely with business and technology partners to keep projects in scope and on target.
Created training documentation for internal purposes.
Supported the clients with system questions.
Senior Credit Analyst
Analyzed customer credit reports who applied for credit cards.
Supervised a team of four credit analysts.
Account manager for subsidiary banks. At the time, smaller banks did not report to the major credit agencies, such as Trans Union and Experian. My responsibility was to analyze customers’ financial statements to determine if a credit could be approved.
Awarded a customer service award for excellence in 1996.
Customer Service Representative
Responsible to service customers who called with questions pertaining to their FNBO credit card.
Trained new staff members.
Documented processes.
Education
Iowa State University
Bachelor of Science
Family Resource Management 1993
(Finance and Sociology)
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