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Project Customer Service

North Brunswick Township, NJ
March 30, 2018

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Emilia Brovornik

North Brunswick NJ 908-***-****


Results-driven IT professional with extensive SDLC experience and excellent analytical, communication, facilitation, and problem-solving skills. Experienced in business analysis, design, development, maintenance and testing of Telecommunication, Financial, HealthCare, Insurance and Retail applications. Proven track record of delivering complex solutions utilizing Waterfall, Iterative, and Agile project methodologies.

Professional Experience:

Verizon Wireless, Piscataway, New Jersey, July 2001 – Present

Business Analyst, IT Billing & Rating Department, March 2012 – Present

Facilitated requirements elicitation and design sessions with business customers across multiple departments and created Requirements Definition and approach documents

Formulated and defined system scope and objectives based on user needs

Translated requirements into functional design documents

Defined and implemented Change Management process

Developed Project Charter in collaboration with the Project Manager

Facilitated walkthrough sessions with project stakeholders to validate requirements and assess technical feasibility of the proposed solution

Analyzed current Billing process to identify improvement opportunities for customer bill-pay experience and recommended changes that resulted in reduction in postage cost, as well as in decrease in customer service centers’ call volume

Redesigned Bill as part of the Next Generation Pricing Bill Display Project to provide customer-centric designs for Verizon’s customers

Oversaw and coordinated data and environment readiness for project testing, including Quality Assurance, System Test and UAT

Supervised a team of offshore testers and played a key role in coordinating testing efforts for the successful delivery of $18M project

Was responsible for all aspects of user acceptance testing (UAT), including approach definition, business resource coordination, planning and UAT scenario development

Managed software defects, change controls and requests for new features using JIRA tracking system

Senior Systems Engineer, July 2001 – March 2012

Developed, maintained, and provided support of Billing applications using HP Exstream Dialogue for creation of the customer bill statements and over 80 letter types in AFP format

Maintained COBOL programs, as well as Linux processing environment.

Completed one of the Major Bill redesigns Projects

Developed and maintained Technical Design specifications

Led Operations Support team, tracked issues, assigned resources, trained junior team members, approved code changes, and promoted code to production

Monitored system stability utilizing CA7, VIEWJ

Developed and maintained flow of Dialogue Engine Migration from MVS to Linux

Managed the OnDemand migration to version 7 including migrating indexes, environment setup, testing, and issue resolution

Develop Applications producing complex statements, utilizing advanced tables, barcodes, Graphs, Messages, Campaigns, XML outputs, AFP’s, PDF and various statistical reports

Managed daily batch cycles to processed over 3 Million Invoices daily on monthly basis in 31 cycles

Demonstrated in depth working knowledge designing form templates using HP Extreme Release 9V Design Manage

Utilized Advanced Jurisdiction Module to control campaigns for Regulatory and State Dynamic Messaging using Real Time Dialogue Engine and Dialogue Anywhere/Remote Collaboration

Merrill Lynch, Somerset New Jersey, July 1997 – July 2001

Senior Programmer Analyst

Managed the life cycle of a project, including project scoping and planning, work flow, requirements definition, recommendations for problem resolution, testing, training and implementation

Acted as a Business System Analyst, obtaining business and functional requirements from the business partners and cross-functional technical teams

As a key CSF Software Developer, delivered new Priority Client Statement system as a replacement to the legacy AFP Point system, which produced 6 million statements monthly using Custom Statement Formatter platform

Developed large Print Statement and Long-Term Landscape Statement architecture and converted Trust Statement system

As a Cobol Mainframe developer, developed, maintained and supported multiple sub-systems:

Master Financial Accounts

Cash Business Account

Roth IRA Statement system

Coordinated simultaneous development of several projects

Prepared weekly project status reports for management

Performed quality control and complied with performance standards and best practices

Managed regular and emergency deployment activities utilizing the Endeavor environment

Documented and published lessons learned after each project implementation

United HealthCare, Somerset New Jersey, March 1995 – July 1997

Senior Programmer Analyst

Performed gap analysis of the existing insurance-based compensation system and new requirements for the healthcare-based compensation system to handle new premium categories due to the conversion of United Healthcare Co to Managed Healthcare

Analyzed, designed and coded batch mainframe Cobol2/DB2 with CICS front end programs as part of the United HealthCare conversion to HealthCare Management Company

Developed the Salesman Payout sub-system of the Commission Payout system

Processed claims feed file, designed and coded back-office claims data reconciliation reports

MetLife Insurance Company, Bridgewater, New Jersey, January 1989 – March 1995

Senior Programmer Analyst

Managed the full life cycle of a Financial Data Base project.

Wrote extract and analyses programs utilizing COBOL2, DB2, and embedded SQL queries

Created test cases, performed unit and system testing utilizing JCL, File-aid. Expediter IDCAMS, defined structure and loaded VSAM files

Resolved system problems and performed general maintenance of existing systems

Professional Certification:

Sep 2017 Learning Tree

Certified Scrum Master

Technical Skills:

Hardware: IBM System 390, IBM PC’s and compatibles

Software: IBM Content Manager OnDemand, AFP (Advance Function Printing), PDF, UNIX, File-Aid, Syncsort, NDM, XMIT, Comparex, MS Excel, MS Access, MS Word, MSPower Point, MS Visio, Lotus Notes, Clarity, JIRA, HP Extream Dialogue, GIT, Eclipse, Onestash, SWS, Jenkins, Rational, Case Complete, ALM.

Advanced knowledge of Microsoft Project, Visio, Office, Lotus Notes, Snagit, IBM Blue Works, SharePoint, JIRA, Crystal Reports.


Polytechnic Institute, Minsk, Belarus

Bachelor of Science in Computer Science

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