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Business Analyst

Glen Burnie, Maryland, United States
December 30, 2017

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Garry Pocsidio Geronimo


Mobile: (410) ***-****

Glen Burnie, MD 21060


Providing countless years of excellent customer service in the field of IT as well as hospitality in the travel industry. Client engagement and satisfaction has always been a driving factor to deliver performance beyond expectation. Continuously learning to enhance technical aptitude and improving customer relations to yield great results for the business and oneself.

Skills Summary

●Customer Service

●Business Analysis


●Computer repair and troubleshooting (Hardware & Software)/Network setup and configuration

●Microsoft Office Suite (Word/Excel/Powerpoint/Sharepoint/Visio)

Information Technology Experience

Accenture, Inc., Manila, Philippines

1.Business Analyst (Health Insurance)

Start Date: 01/01/2017

End Date: 08/31/2017

●Requirements gathering and documentation - applied acquired business analysis skills for accurate capture of business requirements that lessened documentation rework of BRD and FSD. Proposed essential resolution or mitigation for any issues or risks identified during review sessions. Effectively analyzed gaps so that business can make appropriate decisions to align its processes and also be consistent with Medicare standards.

●Tools usage - utilization of client-based application was required. Met usage even at the initial stages of release in support of other tools like ALM and Microsoft Office suite. Gradually increased utilization to more than 50% resulting higher productivity in terms of document submission.

2.Deployment Specialist (Retail)

Start Date: 10/01/2016

End Date: 12/31/2016

●Project management - ensured standards are met based on agreed criteria on security camera installation of High Risk Unit(HRU) installs. Resolved all issues raised by Loss Prevention team, store managers and by the corporate areas related to the project concerning post-installation.

●Lead support - coordinated deployment activities through calls and picture validation for the high risk camera upgrades through remote login. Delivered satisfaction, in accordance to the support process, tools and installation metrics, by submitting reviews and calling out vendors to update camera or PVM color and/or clarity, angle or placement executed by technicians and verified by in-store MODs, off-site RISC staff and Field Loss Prevention staff after every installation.

3.Business Analyst (Health-Wellness)

Start Date: 01/16/2015

End Date: 05/31/2016

●Requirements gathering and documentation - applied business analysis skills of planning, analysis and design to create BRD and PRS. Conscientiously validated business requirements, functional specifications and use cases for business approval during design phase. Successfully engaged stakeholders to check process gaps and manage all aspects needed in the solution. Articulated to business the value associated with the requirements and offered viewpoints on proposed options or changes.

●Tools usage - collaborated with IT teams and stakeholders through the use of JIRA to clarify issues. Greatly eliminated gaps and managed all aspects of traceability during requirements gathering all the way to project release as well as post-install deployment in the event of technology or business-driven change.

4.Business Analyst (Pharmacy Benefit Management)

Start Date: 01/01/2014

End Date: 01/15/2015

●Project Management - Identified gaps during system transition and coordinated activities related to client’s intakes and its processes. Through these activities, business was able to assess on-going projects in the pipeline and execution. Reports prepared for leadership view gave a balance decision for project funding to initiate project intake as well impact assessment to support the ROM process. It also helped in tracking functional delivery deadlines.

5.PPSM Analyst (Consumer Goods)

Start Date: 07/01/2010

End Date: 12/31/2013

●PPSM Support - proactively monitored incidents in Remedy and assign them to corresponding resolver groups. Gained knowledge of the ITIL process helped functional teams improve SLA performance, minimize escalations and higher resolution rate. As owner of the Incident Management process, everyone was ensured compliance. Through constant coaching, training of inexperienced team members on procedures and work methods, valuable service was delivered to the client.

6.Senior Technical Support (DSL)

Start Date: 06/10/2008

End Date: 06/30/2010

●Contact center support - provided consistent high resolution rate and customer satisfaction of 100% to customers facing internet connection problems. Employed remote access as one of the means to resolve issues that resulted better handling time. Immediate identification of the problem created more satisfied customers as out-scope issues are redirected promptly, trouble tickets logged appropriately to dispatch on-site techs.

Travel Industry Experience

(Summary of positions held)

●Tour Coordinator - assisted transfer of incoming and outgoing guests from hotel to airport and vice-versa. Also acted as a tour guide in the absence of one. (1992-1993)

●Reservations assistant - handled guests’ hotel bookings and transportation needs. (1993-1994)

●Airline ticket/tour sales representative - conducted selling of airline tickets and package tours to corporate clients and individuals. Provided visa assistance and filing of travel-related requirements e.g. passport application/renewal, clearances, etc. (1994-1996)

●Freelance Travel Agent - covered all aspects of ticket sales and reservations, local and domestic, package tours and passport processing.(1996-1999)


●Bachelor of Science in Tourism

University of Santo Tomas

Manila City, Philippines


●Secondary/High School

Roosevelt College Marikina

Marikna City, Philippines


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