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Business Analyst

Durham, North Carolina, United States
May 23, 2018

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Jackie Gross

Durham, North Carolina *****

919-***-**** *********@*****.***


Detail-oriented business analyst with comprehensive expertise in system and business analysis, requirements management, analytical problem-solving, detail reporting, and application support. Ability to partner with internal and external clients from technical staff to executive level. Broadly experienced in => data analysis, project documentation, incident and change management, process standardization, business operations and reporting, I/T service management, SDLC (Agile and waterfall), and small project management.


Applications – JIRA, Confluence, Microsoft Office, Outlook, Visio, OneNote, Fiddler, WinSCP, SnagIT, Sharepoint, HP PPMC, IBM Tealeaf, HTTP Watch, Firefox Firebug, Chrome Developer Tools, HTML, SQL

Operating Systems – Microsoft Windows, Mac OS, UNIX, Linux, Solaris


FIDELITY INVESTMENTS, Durham, North Carolina 2007 – 2016

Business Analyst

Collaborative member of a Scrum team that developed and enabled web measurement utilizing Ensighten for various customers and business partners within Fidelity Investments.

Elicited and documented requirements for analysis for active projects throughout SDLC.

Defined and clarified user stories in Jira.

Created, maintained, and managed process and project documentation in Sharepoint and Confluence.

Reported status and progress to internal stakeholders.

Participated in manual testing.

Facilitated new team member training and knowledge transfer.

Managed resource funding utilizing HP PPMC, Prosper, ERC, and Catalyst.

Administered on-premise IBM Tealeaf cluster used by internal stakeholders for replay capabilities, and the Click2Compute VMWare distributed cloud environment for both onshore and offshore teams.

Served as team subject matter expert (SME) for enterprise incident and change management processes which resulted in compliance to best practices.

Assured and maintained compliance of organization ITAM (IT asset management) for information integrity.

Performed adhoc Hadoop queries using Hive or Splunk for defined business reporting.

Project Manager/Systems Analyst and Support Professional

Project Manager for multiple small projects involving onshore and offshore teams.

Established and maintained strategic partnerships with internal business partners and technical teams.

Managed ongoing budgets and project reporting.

Administered and maintained Omniture Insight on Windows VMWare cluster of distributed on-premise server cluster. This third-party application provided data for internal and external Fidelity sites.

Trained off-shore team for transition of role of Omniture Insight application support.

Systems Analyst and Support Professional

Developed and implemented processes for optimizing day to day operations.

Supported application that provided fraud statistics to key Fidelity Investment departments for a Perl based in-house development tool on Linux.

Created standard core operational support process documentation.

Administered and maintained Omniture Insight on Windows VMWare cluster of distributed on-premise server cluster.

MADISON RIVER, Mebane, North Carolina 2006 – 2007

Billing Developer Analyst

Supported billing cycles using Saville Express in Perl on Solaris utilizing Oracle SQL to support rural telecommunication billing services for customers.

IBM, Research Triangle Park, North Carolina 2000 – 2006

Network Performance and Measurements / IT Specialist

Performed ongoing maintenance for Cisco Netflow using Perl script on Solaris to provide network measurement bandwidth usage for internal and business customers in colocation centers.

Supported Lucent VitalNet on Windows.

Provided key network measurements usage reporting for IBM infrastructure from Trend.

Utilized Sybase, Perl, and AIX for key network measurement reporting.


UNIVERSITY OF NORTH CAROLINA at Charlotte, Charlotte, North Carolina

Bachelor of Arts in Computer Science

ITHACA COLLEGE, Ithaca, New York

Bachelor of Science in Exercise Science

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