Business Analyst
Resume:
Dwayne Bhola
***********@*****.***
https://www.linkedin.com/dwaynebhola
Security Clearance: MBI
WORK EXPERIENCE
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
EDUCATION
2015
Masters of Business Administration (MBA), University of Maryland University College
2012
Bachelors of Science in Information Systems Management,
University of Maryland University College
SKILLS
Microsoft Office (Excel, Outlook, PowerPoint, Project, SharePoint, Visio, Word)
CMMI-SVC 1.3
Knowledge of BABOK v.3
PROFESSIONAL AFFILIATIONS
International Institute of Business Analysis (IIBA)
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