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Senior Business Analyst

Halifax, Nova Scotia, Canada
December 14, 2018

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** ********** *****, *******, ** B*M 4X8 H: 902-***-**** C: 902-***-****


An IT professional with extensive experience as a programmer, developer, tester, analyst, and project lead. A

strong technical writer and communicator who possesses proficiency in data analysis and conversion, GUI

design/development, computer configuration, IT/Helpdesk support, and the development life cycle. An “out of

the box” thinker and team player who utilizes exceptional analytical skills to facilitate project success and

optimal service delivery. Highly ambitious with more than 24 years providing results-oriented leadership.

Expert on business and systems requirements, user acceptance testing, process improvement and end-user

training. High-energy and very effective at developing and implementing operational processes and systems.

Quickly grasps business priorities to identify optimal personnel and IT solutions.


Industries: Health Care Providers, Financial Services, Retail,


Requirements Gathering, Application Design,

Functional Areas: Development & Implementation, Mentoring, User

training and installation Process Flows, Business

Requirements, Functional Requirements and

Specification gathering

Keane Frameworks, Concert Methodology, Peritus

Development/Maintenance Methodology, Client

Partnership Management Framework, Systems

Methodologies: Development Life Cycle (SDLC), CMMI, Classic

Waterfall, AGILE


Business Account Manager, 06/2012 to Current

NTT DATA Inc – Halifax, NS

Starting to work as a BAM (what the industry calls a Business Analyst) my primary focus was large projects.

Supporting all lines of business for Tufts Health Plan I began working with both the business and the technical

team I was tasked with working with the business to identify what needed to be completed, documenting the

changes and working with the development team to ensure that the changes were delivered as requested.

Worked on the implementation of the Senior Care Options initiative that involved over 400 service requests

being created and touching almost every application for TUFTS Heath Plan.

Was the first BAM on the team to work on all platforms, before that the BAM's worked on one of 3 different

platforms with no overlap. With the success of myself, this program has been rolled out to all BAM's for


Delivered Service Requests on time and on budget.

Ability to multi task.

Work with Clients and delivered requirements that exceed their expectations.

Flexible in hours and willing to work overtime

Work well with a Team.

Perform mentoring of new hires.

Senior Consultant, 09/2009 to 05/2012

NTT DATA – Halifax, NS

Tufts Health Plan (THP) engaged Keane, to provide application management support by outsourcing user

support, maintenance, production support, and ongoing development and enhancement of the Tufts Associated

Health Plan Master (TAHP Master) system and its sub-systems using Keane's proprietary Application

Management (AM) methodology.

Delivered Service Requests on time and on budget.

Ability to multi task.

Work with Clients and delivered to their expectations.

Flexible in hours and willing to work overtime, take on call shifts.

Improvement in communication skills.

Works well with a Team.

Perform mentoring of new hires.

Started on the AO team until my transfer to the Projects team.

Senior Analyst, 04/2008 to 07/2009

CGI – Halifax, NS

Provided Tier 2 support to a major insurance organization for 7 different applications comprising part of the

Group Benefits suite of applications resulting from an acquisition. This suite of applications handled all claims

processing for a specific block of business. The suite was responsible for everything from claims enrollment,

through to the final payment of a claim after adjudication.

Successfully acquired the necessary technical knowledge regarding the Group Benefits suite of applications

to enable efficient and effective support capability.

Instrumental in identifying and implementing modifications to an MVS system resulting in a series of jobs

completing in 5 minutes instead of 4 hours with an annual cost savings of $1.5M

Continuously recommended modifications to systems to improve system performance, reliability and lower

support costs

Identified and decommissioned a portion of a reporting system that was not being used resulting in a yearly

savings of $25,000 plus storage and processing savings

Identified and decommissioned several feeds between various systems that were no longer used allowing

conversions to be simplified

Successfully transitioned support for 2 applications written in PowerBuilder; documented, made changes

and streamlined the systems with no previous exposure to PowerBuilder

Reduced the abends from 5-10 support calls a week to 1 call a month on Group Benefits suite of


Assistant Team Lead, 02/2005 to 04/2008

CGI – Halifax, NS

Provided Tier 2 support to a major telecommunications company for their data warehouse.

Key team member and only person involved in the transition of complex systems from Markham to Halifax

as part of the clients cost savings plan; acquired all the necessary knowledge and trained remaining staff in


Through a series of improvements, reduced daily batch flow from 26 hours to 16 hours allowing system to

respond with current data in a more effective and timely manner

Successfully reduced the MVS abends from 30 – 50 per week to 2 – 3 per month

Single point of contact for any system related issues or questions 24/7 365 days a year

Recognized with two promotions; successfully directed a team and was a key player in the largest contract

that CGI had globally at the time

Systems Analyst, 02/1999 to 10/2004

Maritime Life – Halifax, NS

Worked as part of a team responsible for small projects to enhance the systems available to the service advisors.

Played a key role in ensuring projects were completed on time and within budget parameters

Instrumental in developing and implementing a process to produce high quality, low effort mailings to the

customers with information on policy changes

One of two key team members requested by senior management to perform system changes required each

year for taxation purposes

Received numerous peer recognitions for outstanding customer service

Programmer/Analyst, 07/1994 to 02/2009


Member of a 300+ team tasked with completion of a $60M, CSM2000+ project for a major telecommunications

provider, one of the largest system development projects ever undertaken in Atlantic Canada. The team

customized a pre-existing system utilized by another telecommunications provider and determined

modifications required to ensure efficiency of operations for multiple locations.

Successfully implemented new system in three telecommunication companies across Atlantic Canada

Prime Analyst for the design, coding, testing and implementation of feeds from current to 911 system


Bachelor of Science: Computer Information Systems, 1994

DeVry University - Phoenix, AZ

Bachelor of Commerce: 1992

Dalhousie University - Halifax, NS, Canada

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