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Customer Service Project

Atlanta, Georgia, United States
March 01, 2018

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Sean Darnell-Carlton Turner

(404) ***-****


Business Analyst with 2+ years of IT experience in Business analysis, Requirement analysis with good exposure to User Acceptance Testing (UAT) .


● Extensive experience in gathering system requirements and defining business processes.

● Strong understanding of Software Development Life Cycle (SDLC) and experience in all phases including requirements gathering, analysis, design, implementation, testing and deployment as well as software engineering methods like Agile, Waterfall and Rational Unified Process .

● Ability to plan strategically for business environment to be keeping in mind a flexible solution.

● Excellent Business document writing skills for Business Requirements Document (BRD), Use Case Specifications, Functional Specifications Design (FSD)and Systems Requirements Specifications (SRS).

● Experience in maintaining the Project backlog and assisting Product owner when required.

● Experience as a Product owner to create user stories and track them during the Agile process .

● Experience in Requirement Analysis, conducting JAD sessions, Business and Systems reviews and working sessions to understand the requirements and system design.

● Responsible for providing analytical support in the Design, Development and Implementation of project.

● Experience in monitoring/managing project deliverables, budget, schedule, & quality within time & cost.

● Implement customer feedback mechanisms and use knowledge of human factors.

● Well versed in Requirements/Change Management, Defect tracking, Impact Analysis and Gap Analysis.

● Well versed in providing functional assistance to evaluate and develop systems that are cost effective and meet user requirements.


Business Analyst



● Performed research to assist in development of the implementation of ServiceNow (Incident, Problem, and Change Management).

● Worked with Technical team and Stakeholders to define Business and Technical requirements.

● Collected data, analyzed trends, and created reports as requested

● Participated in design sessions.

● Identified process boundaries and developed opportunities to automate processes and functions

● Analyze client’s business requirements and processes through document analysis, interviews, workshops, and workflow analysis

● Attended daily stand-up meetings

● Gathered necessary requirements for the analysis and documentation of the present system by analyzing existing processes and their relationship with other processes and types.

● Involved throughout the Software Development Life Cycle (SDLC) Scrum-Waterfall

● Documented, and managed all project requirements for the application and changes to requirements throughout the software development lifecycle using Requisite Pro .

● Involved with in requirement and data modeling sessions and developed DFD Diagrams and ERD's .

● Managed, updated and controlled projects to ensure timely delivery using MS Project.

● Created Use Case specifications, business flow diagrams, Activity/State diagram and Sequence diagram using MS Visio.

● Performed GAP analysis for the modules in production and conducted feasibility study for the performance impact analysis.

● Responsible for providing documentation to team for troubleshooting and resolving issues reported by system users, facilitating resolutions.

● Created Requirements vs. Test Case Matrix in Excel Spread Sheet template used Test Director to store and maintain the Test Repository.

Customer Service Manager / Representative

AE ENTERPRISES & SERVICES June 1994-October 2015


● Assisted with recruitment, hiring and tracking performance of Customer Service Representatives for Consulting Firm

● Conducted employee orientations upon hiring; supervised adherence to personnel policies

● Assisted with development of recruitment programs;

● Assisted with development of incentives to reduce employee turnover; as Representative

● Answered and processed telephone calls and messages; made appointments for clients


Business Analyst/Quality Assurance Testing Training Yes-M Systems 05/17

Passaic County Community College, Paterson, NJ 9/97

Major: Communications

Connecticut School of Broadcasting, Atlanta, Ga 5/07


Proficient in Word, Excel, and PowerPoint.

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