Operations Business Analyst

SHAWNA ROBLES

Operations Business Analyst

Summary of Qualifications

Provides support for the Medicare Part A and Medicare Part B claims systems for the Centers for Medicare and Medicaid Services (CMS). Provides applications development and maintenance support to the Fiscal Intermediary Standard System (FISS) and/or the Multi-Carrier System (MCS), the systems utilized to process Medicare Part A and/or Medicare Part B claims. Able to quickly analyze problems and solutions and create clear and concise business requirements. Additionally, update user documentation and facilitate needed skills for test case creation and execution.

Relevant Project Experience

Business analyst for the ESD/SPARK - FISS task order contract.

Responsible for creating and updating business requirements, walking CMS through the WPR meetings, analysis meetings, for testing assigned CR’s, and aiding other BA’s with testing.

DXC Technology May 2016 to Present

Operations Business Analyst

Key Responsibilities for this role include:

• To create detailed requirements, deliverables, detailed test plans and test cases

• To assist with Unit testing and complete Alpha testing

• Create or Update user specifications and resolve defects

• Receive tickets for issues, recreate them, and work with programmers to create solution

• Create work product review packets and obtain sign-off

• Effectively communicate, written and verbal, at a level appropriate for client and other project stakeholder interaction

ByDesign Technologies May 2015 to May 2016

Client Support Specialist

Key Responsibilities for this role include:

Process and resolve system related operational issues

Prioritize and escalate tickets according to work flow rules

Utilize testing environments to resolve software issues

Determine severity of issue in support of programming scheduling

Communicate with the development team on system issues to hasten resolution of errors

Acquire client feedback on system improvements

Update system documents to increase knowledge

Assist team members with execution of software fixes

ThreatTrack Security October 2014 to May 2015

Technical Support

Key Responsibilities for this role include:

Assist clients with software installation remotely

Troubleshoot related computer issues such as malware, adware, settings, and updates

Proactively research potential threats to software

Recommend options to increase efficiency in handling ticket volume by use of a tiered support system

Web.com April 2012 to October 2013

Product Support Specialist

Key Responsibilities for this role include

Coordinate appointments with client, and conduct software walkthrough

Instructing client with adding pages, text, images to their website

Receive spreadsheet of new clients and reformat to systems setup

Develop written tutorials for Web.com software

Build modifications to client sites using software tools and HTML

Troubleshoot and solve technical issues with sites or software

Initiate the use of a remote access program to gain admittance to client’s computer for troubleshooting

Provide verbal and written how-to instructions

Education/Training

Pursuing Associates in Arts, Business Administration, FSCJ, Jacksonville, Florida

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