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Customer Service Test

Location:
United States
Posted:
August 14, 2018

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Resume:

Barbara L. Browning

**** ******* **., **** *****, Florida 33991, 315-***-****, ac6n4n@r.postjobfree.com

Summary

• IT/Business professional with over 30 years experience in the Customer Service Management arena of large publicly-owned utility, including demonstrated expertise in managing large teams in the contact center. Core competencies include:

• Act as a liaison between IT teams, Business Teams, Vendors, and Customers.

• Possess in-depth understanding of the various business units within the organization, as well an understanding of the IT organization’s systems and capabilities.

• Ability to lead requirements gathering, future state design and fit-gap analysis workshops with business stakeholders.

• Determine operational objectives by studying business functions, gathering information, evaluating output requirements and formats.

• Design future state by analyzing requirements, constructing workflow charts and diagrams, and studying system capabilities.

• Possesses extensive Customer 1 background knowledge along with Oracle MDM2.1, Smart Metering/Smart Grid and EnergyIP 8.4. Experienced with SharePoint, HP Quality Center, Excel, Word, RQM, Outlook, running queries in SQL, etc.

• Assess and develop high level requirements doc for projects and communicate in writing and/or in meetings with development teams.

• User testing management for projects, development of consolidated user test plans, executing those test plans, and obtaining appropriate sign off from user managers.

• Eliciting and documenting business requirement and functional specifications.

• Ensuring clear communication and understanding of requirements with technical and business audiences.

• Applying best practice business analysis techniques into technology solutions which add business value.

Experience

Business/Test Analyst - March 2017 - November 2017 Entergy Corporation, New Orleans, La.

Engaged as a contractor with the position of Functional Designer/Tester as part of the team responsible for the update scheduled for their Smart Metering System. My responsibilities included but were not limited to the following:

the following:

Documenting requirements and determining how they would integrate within their billing system.

Create and maintain the requirements traceability matrix. Developing functional designs while refining the existing ‘as-is’ and create new EnergyIP 8.4 business process designs to address gaps. Perform Smoke Tests.

Develop and execute Functional Testing within the MDM and integration within their billing system.

Create Integration Test, Performance Test and Regression Test scripts from EnergyIP according to test plan.

Document Functional Test execution results, document Functional Test defects and validate data migration.

Analysis support including running SQL queries and performing data analysis via Excel to support MDM processing analysis and investigation.

Extensive experience with the HP Software Quality Center 11.0 testing database including Test Script Data creation, Test Lab, Test Execution, defect documentation and analysis.

Business Analyst - June 2015 - November 2016

American Electric Power, Columbus, Ohio

Assigned as a business analyst on the Lodestar Energy Information Platform (Oracle) and Meter Data Management Component project. Duties include:

Navigation within the MDM product while developing a high level functional understanding of the MDM2.1 application. Created various spreadsheets to verify and view Interval and Scalar usage data to verify it was comparable with their existing billing system. Created and executed test documentation throughout all phases of development and Mock deployment.

Identified defects and retested as assigned throughout lifecycle. Developed and wrote various Job Aids used by the BU system administrator and Technical support teams.

In depth writing of user training documents for use in various Business Offices throughout AEP’s territories.

Experienced in MDM Data Analysis support including running SQL Experienced in MDM Data Analysis support including running SQL queries and performing data analysis via Excel to support MDM processing analysis and investigation.

Extensive experience with the HP Software Quality Center 11.0 testing database including Test Script Data creation, Test Lab, Test Execution and analysis.

MDM Technical Business Analyst – Feb 2015-June 2015 Consumers Energy, Jackson, Michigan

Responsible for gathering, documenting, and analyzing application requirements, conducting MDM Smart Meter application analysis, participating in functional application design as well as creating and analyzing ad-hoc reports.

Various duties included:

Aided in the escalation and resolution of both production and project related risks and issues.

Responsible for application performance tuning and maintenance in support of existing and future business process.

Perform analysis to ensure the MDM Smart Grid application is running efficiently. Supported testing and defect resolution, including development of test scenarios and scripts, execution. Report results using appropriate testing tools.

Maintained a high level attention to detail and developed strong documentation skills.

Required to troubleshoot CSS and Smart Grid applications when necessary.

Senior Business Analyst - March 2012 - December 2013 National Grid, Syracuse, N.Y.

Hired as a Business Analyst reporting to the project manager from IBM to support the conversion efforts of the Long Island Gas Company into the National Grid billing system.

Responsible for business processes dealing with all CSS billing exceptions.

Developed test conditions and supported other members of the team in Developed test conditions and supported other members of the team in various business areas which included Budget Billing, Summary Billing, Street Light Maintenance and billing.

Participated in all aspects of verifying data for conversion. Transitioned to the Supplier Services team responsible for analyzing the business requirements (MCR’s) written to accommodate new functionality into CSS regarding EDI transactions and a ‘bill-ready’ model.

Created test conditions and test scenarios supporting the business processes identified in the MCR’s.

May of 2013 relocated to the ‘Smart Grid’ team to help with the installation of the Itron MDM system on a pilot basis in Massachusetts. Responsibilities included identifying and recording differences in CSS business requirements relating to billing using MDM billing determinants vs. usages from meters, writing the billing Functional Design Document, creating test cases/scenarios along with scripts using the RQM tool, familiarizing other team members with CSS and supporting the business by offering solutions and advice to make the transition to MDM easier and more efficient.

September 2013 began working for the Billing and Business Services group where I was assigned as lead BA to a rebranding project for LIPA

(Long Island Power Authority). Responsibilities include gathering requirements, developing test conditions, working with paper and envelope vendors, and verifying all changes to bills, bill messages, generated correspondence and bill/envelope stock are accurate. Responsible for updating the Business Timeline and making sure target dates were met. The project went in as scheduled. Remaining rebranding issues were assumed by LIPA per the service agreement with National Grid and LIPA.

Business Analyst - June 2011 - December 2011

Westar Energy, Topeka, Kansas

Consultant testing out Westar Energy's new installation of Smart Grid/Smart Meter. This project used Energy IP powered through the eMeter product. Responsible for

Testing scenarios directly affecting the interaction between CSS

(Customer 1) and EIP.

Worked with Westar Energy's SmartStar (SmartMeter) practitioners to bring expertise and experience to support their Smartstar (SmartMeter) initiatives.

initiatives.

Assisted clients with CIS, AMI, and MDM integration efforts as well as Smart Grid assessments and related process and system integration initiatives.

Business Analyst - January 2010 - May 2011

PECO Energy, Philadelphia, Pa.

Centric Consulting analyst responsible for a phased-in release to implement system changes required to meet the objectives of the DSP filing and provide lead time for Business rediness activities based on these changes. Directly responsible for:

Analyzing the business requirements document (BRD’s) written to accommodate new functionality into CIMS for the Act 129 Direct Load Control initiative.

Created approximately 400 test conditions and 100 test scenarios that were used to validate the business requirements. This new functionality included all current production rates and processes. Responsible for executing and successful approval for a group of test conditions related to Direct Load Control through the HP-ALM Quality Center database.

Wrote, and successfully executed test conditions based on the business requirements (BRD’s) relating to the Post 2010 DSP filing. Testing included all phases of billing (new and existing rates) and creating and executing any type of service orders related to the new functionality.

Identified and wrote defects discovered during testing phase. Post production support including working exception conditions which prohibited billing, generated in CIMS as a result of the implementation and provided analysis where required.

Business Analyst - October 2008 - February 2009

American Electric Power, Columbus, Ohio

Duties included:

Acquired the knowledge of user navigation and high level functional understanding of the MDM Smart Meter application and components enabled to view Interval and Usage data.

Developed and wrote various Job Aids used by the BU system Developed and wrote various Job Aids used by the BU system administrator and Technical support teams.

Acquired knowledge of the Lodestar Energy Information Platform

(Oracle) and Meter Data Management Component resulting in user navigation and high level functional understanding of the MDM Smart Meter application and components enabled to view Interval and Usage data.

Became skilled at HP Software Quality Center 9.2 testing database including Test script creation, Test Lab, Test Execution and analysis. MDM Data Smart Meter Analysis support which included running SQL queries.

Performed data analysis via Excel to support MDM BU Team processing analysis and investigation.

Coach/Supervisor/Business Analyst - January 1997 - August 2008 National Grid, Syracuse, N.Y.

Coach/Supervisor in the Bookkeeping department.

Responsible's included planning, organizing, coaching and maintaining various work teams including Complex Billing and General Ledger work teams engaged in all aspects of customer contact operations. Provide training to new Customer Representatives as well as distribution of balanced workload.

Business Analyst on Customer/1 team.

Acquired first hand knowledge of CUSTOMER/1 working with Anderson Consulting at the Solution Works facility in St. Petersburg, Fl. Responsible for table structure and maintenance within the Billing segment.

Assisted in the development of the Service Order segment on the Customer/1 build.

Participated in the installation of the new system and after the go-live storm period subsided, returned to the Accounts Processing department to head up the Commercial & Industrial team, training the representatives and ensuring monthly billing and service orders for multi million dollar revenues within.

Once National Grid merged with various New England companies, a Customer 1 conversion was executed to bring the additional utilities under the same billing system. As part of that conversion team, I assumed my original ‘build’ responsibilities to convert the newly merged assumed my original ‘build’ responsibilities to convert the newly merged companies into our existing Customer/1 system. These ‘build’ responsibilities included Billing and Service Orders. The conversion was successfully completed by our in-house team.

Coach/Analyst at National Grid - January 1988 - January 1997 Responsible for planning, organizing, coaching and maintaining self- directed work teams engaged in all aspects of customer contact operations. Provide training to new Customer Representatives as well as distribution of balanced workload. Responsible for the activities of the Assistant Coach. In addition I created, developed and finalized user specifications for the Customer System Development Project. Responsible for developing data flow diagrams and overviews for the Meter Reading function.

Assistant Supervisor (National Grid) - June 1985 - January 1988 Customer Service Representative (National Grid)- January 1973 - June 1985

Education

Henninger High School, Syracuse, N.Y.



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