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Business Analyst

Silver Spring, Maryland, United States
April 04, 2018

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Dwayne Bhola


Security Clearance: MBI


July 2017 – December 2017

Jr. Business Analyst, OST

Generated reports on flood claims submitted by insurance companies within the National Flood Insurance Program (NFIP) at the request of the Federal Emergency Management Agency (FEMA)

Performed weekly and monthly counts for status reports pertaining to internal business processes

Assisted in analyses of flooding and storm-level events

Led the Consolidated Trends Reports task that improved the accuracy and efficiency of insurance claims data

July 2015 – September 2017

Jr. Quality Assurance Analyst, OST

Performed quality peer reviews of Internal Revenue Service (IRS) Affordable Care Act (ACA) documentation on the behalf and at the request of IRS ACA Infrastructure Compliance (IC) Quality Assurance (QA) client

Assisted in and performed process improvement activities to identify, develop, institutionalize, and improve policies, processes, procedures, work instructions, templates, checklists, and other process related tools for the IRS ACA Project process framework

Served as Auditor and performed the collection, tracking, controlling, reporting, and internal auditing of IRS ACA Project service request management information and measurement data

Served as Administrator to Service Gateway, a SharePoint application that automates service request deliveries based on CMMI-SVC

February 2014 – April 2014

Tech Support Agent, Zenimax Online Studio (Temp via Kelly Services)

Resolved over 300 issues within 1 month before launch of product (Elder Scrolls Online)

Assisted customers with billing and account issues

Provided connectivity and installation solutions to technical issues

August 2005 – August 2013

LAN Manager, U.S. Army

Established network infrastructure of 5 units mobile commands

Implemented connectivity between units with 90% uptime

Used Remedy, Active Directory, and troubleshooting solutions for Local Networks in Camp Victory, Iraq

Maintained 99% network up-time while deployed

Worked in a 3-person team to support 4 companies (500 users) on network



Masters of Business Administration (MBA), University of Maryland University College


Bachelors of Science in Information Systems Management,

University of Maryland University College


Microsoft Office (Excel, Outlook, PowerPoint, Project, SharePoint, Visio, Word)


Knowledge of BABOK v.3


International Institute of Business Analysis (IIBA)

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