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Software Customer Care

Jacksonville, FL
June 29, 2018

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**** ******** ****** #** ****: 904-***-****

Jacksonville, Florida 32204 email:

Executive Summary

6+ years of experience as an IT Business Systems Analyst with in-depth experience in project analysis and software testing. Collaborated with key stakeholders and team members to design solutions and make recommendations. Has an extensive background creating use cases (user stories) and writing test scripts, and is also proficient in all aspects of Excel, SQL and statistical analysis.


Business Systems Analyst/Contractor

Convergys January 2017 to December 2017

Interacted with end-users, developers and managers to validate developer’s

source code.

Researched and documented client needs, regulation requirements, and technology related to system design.

Conducted manual testing: system, integration, readiness, and acceptance.

Technology Business Analyst/Contractor

Black Knight January 2016 to December 2016

Built and maintained SQL scripts and complex queries for data analysis and extraction for project managers and SMEs.

Also tested the database for business rule compliance, data integrity and mapping, and ACID.

Work was performed on LoanSphere, Black Knight’s proprietary software, in an Agile-Scrum environment.

Business Systems Analyst/Contractor in Tampa, Florida

Tampa Electric (TECO) July 2014 to December 2015

Worked with business stakeholders and managers to create test plans, use cases and user acceptance criteria.

Also worked with engineering and business teams to scope projects.

Gathered business requirements to address and resolving concerns with management and developers.

Created ad hoc SQL queries for Customer Care Representatives.

Performed test executions and analyzed test results

QA Analyst/Contractor in Tampa, Florida

JD Edwards May 2013 to June 2014

Acted as a liaison between developers, business analysts and end-users conducting manual and automated testing

Tests created and executed: functionality, system, system integration, regression, database, stress testing, and boundary testing.

Analyzed marketplace, industry, company, technology trends, vendor products and services for best practices. Also analyzed system impacts to other systems and procedures. Provided recommendations on best practices and changes in technology.

Business Analyst/Contractor in Tampa, Florida

JD Edwards January 2013 to April 2013

Worked with developers to conduct user acceptance testing and data validation of web applications.

Performed ongoing quality assurance to ensure accuracy and consistency of output in the system

Reviewed, analyzed and created detailed documentation of business systems and user needs, including workflow, program functions and steps required to develop or modify application programs.

QA Analyst/Contractor

FL Blue January 2012 to December 2012

Met with end users and developers in an Agile-Scrum environment.

Liaised with project managers and development teams to identify and implement reporting concerns and automation opportunities.

Exploratory testing, ad hoc testing, bug documentation and summary writing.

Manual testing of Diamond Claims software.

Business Analyst/Contractor

FL Blue January 2011 to December 2011

Gathered and documented client business requirements from Customer Care Representatives and Florida Blue’s clients.

Met with software developers to clarify and address issues and problems.

Served as liaison between users, business analysts and developers, to gather and translate requirements into detailed functional and design specifications.

Worked on the DEETERS project.

Software Testing

Extensive Black Box testing experience: functional, regression, smoke, load/stress, and boundary testing.

White Box testing experience: unit, integration and system testing.

Responsible for writing test plans, producing test reports, creating test metrics and providing recommendations on automating test strategies based on Business Requirements and Technical Specifications.

Software Development

Full Software Development Life Cycle (SDLC). A member of a collegiate group that created a web application. We began with requirements specifications and design, and then proceeded to the analysis phase. Java and JFC/Swing were used to develop the web application, and mySQL was used for the database. Before the project was released into production, the software was tested for adherence to design, robustness and bugs, and the web application was released with nary a problem. The project was done in accordance to RUP's iterative Software Development, Agilent Life Cycle process and software development methodology.

Software Engineering. Another group project developing the inaugural web page for Volunteers in Medicine in Jacksonville, Florida

Developed use cases for software development: requirements gathering, analysis, design, construction, testing, deployment and maintenance.

Developed comprehensive Class Diagrams, State Diagrams and Sequence Diagrams using UML methodology in RUP and agile environments.

Excel Experience

Planned, designed, and implemented spreadsheet applications using VBA, macros and pivot tables

Created spreadsheet analyses with “what if” scenarios for ad-hoc financial reports.

Performed data modeling, sensitivity analyses, trending analyses, performance measurement and data cleansing

SQL Experience

Planned, designed, and implemented database applications including stored procedures, functions and views.

Built and maintained SQL scripts for data analysis and extraction.

Performed quality assurance and testing in a DB2 environment.

Worked with business stakeholders and application developers to identify business needs and address those needs for reporting.

Data Analytics

Multivariate regression analysis, cluster analysis and descriptive statistical analysis using SAS on heart disease data from the UCI Machine Learning Repository.

Analyzed data from the CDC using ANOVA, Bayesian statistics, ARIMA Box-Jenkins forecasting and provided ongoing reporting. Data used was from the CDC.

Developed and implemented data collection systems, data analytics and other strategies that optimize statistical efficiency and quality.


Bachelor of Science, Computer and Information Sciences

University of Alabama at Birmingham

Bachelor of Arts, Economics

University of Alabama at Birmingham

Master of Business Administration

University of Alabama at Birmingham

Computer Science and Software Development







Statistical Inference


SAS to Enterprise Miner

MS Test




Standard Template Library

Design Patterns



Visual Studio

Toad and DB2

SQL Server

Rational Rose








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