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Business Systems Analyst

Hampton, NH
March 05, 2019

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** ***** **, ******* *****, NH ***44

603-***-**** or


Results-oriented Business Systems Analyst, with experience in customer support, accounting, training and quality assurance. A team player who is able to set priorities and handle a diverse workload with minimal guidance. Specialties include:

Implementing process improvements and process changes.

Troubleshooting and problem-solving skills across areas.

Writing business requirements.

Communicating and training across areas.

Presentations to Senior Management and cross-functional teams.

Managing test cycles


Microsoft Word, Excel, PowerPoint, SharePoint, RTC, Lync, Net Meeting, RCPS, Remedy

SMART, PD, CI, GAR, Oracle Software, Lawson, PPM, CCO, PWARE, Liberator, Postar, Agent web


Rock Star award surcharge calculation for home

Rock Star award for training new team members

Rock Star award for job shadowing

Silver award for reducing RTC tickets by 49.8%.

Bravo Rewards for Excellent Customer Service.

Special Recognition for participation in ISO 9000 qualification.

Best in class for documentation.


IT Business Analyst - 2017 to present

Plymouth Rock Assurance Corporation, Boston, Massachusetts

Write Business Requirements & Functional Requirements home & Auto businesses.

Hold walkthrough of the BR & FR with Business, QA team, and development teams

Triage defects

Write and distribute meeting notes

Cross-training team members.

Facilitate meetings to discuss defects found in production with wide variety of stakeholders.

Business Systems Analyst II - 2004 - 2017

Liberty Mutual Insurance Company, Dover, NH

Led the project in reducing Service-Level Agreement (SLA) days by 50% in 2016.

Adhere to the projects time line and keep the upper management apprised of status, issues and progress.

Create RTC task, stories and defects for issues and enhancements.

Approve RTC Write Business Requirements & Functional Specifications stories for IT.

for Ad Hoc reports. Write Business Requirements & Functional Specifications for process changes and enhancements.

Cross-training team members.

Perform monthly and Period attestation testing and walkthroughs.

Perform Premium Legacy CM Management Walkthrough with E&Y auditors.

Facilitate meetings to discuss defects found in production with wide variety of stakeholders.

Active participant in Root Cause Problem Solving (RCPS) sessions on projects.

Grant or revoke ID access for application user and support staff for IMO space.

Communicate system issues and outages.

Represent as a voice of the customer at the daily IT huddles.

Perform Test Manager and Release Manager Duties with monthly and bi- weekly releases.

Create test strategies, tests plan and test scripts, inclusive of user interface and unit testing.

Evaluate data mapping for WCPOLS, CCO and PPM processes.

Developed training plan and mentor new staff.

IMS Financial - 2004


Responsible for policy cancellation, policy reinstatement, maintaining and updating RNC spreadsheet.

Generating policyholder statements and account analysis

Set up payment plan for auto insurance, adjustment journals, general ledger and analyze broker exception report for return commission.

Accounts Payable - 2003 – 2004


Responsible for Accounts Payable duties using Lawson software, including coding of invoices, data entry, coding of tow and tug bills against the vessel history log, and auditing of and matching of invoices for payment batches. Also responsible for auditing and approving of expense reports for payments, check issuance, maintaining vendor information, calling vendors about issues on invoices or statements and create/maintain Excel spreadsheets.

Accounts Payable – 1991 - 2002

Motorola, Tempe, AZ / Albuquerque, NM

Responsible for full cycle Accounts Payable duties using Oracle software,

Troubleshot and corrected all redistribution reports; troubleshot and corrected inbound 820 Control Report, File and report preliminary registers; troubleshot and resolved all vendor inquiries.

Responsible for a weekly payroll of Motorola Labs employees.

Handled fixed asset retirement, asset depreciation, and generating asset loss and gain report.

Performed monthly bank reconciliation

Prepared and distributed all 1099 tax vendor reports.

Purchasing duties included qualifying vendors, obtaining quotes on products; coordinating lead times on orders, negotiating payment terms where needed and placing orders as needed.

Worked with new-hires and transferees on relocation packages.

Process Trainer

Motorola, Albuquerque, NM

Best in class for documentation.

Documented processes.

Implemented new processes.

Trained operators on new procedures and equipment.

Developed/implemented Manufacturing Engineering Memos for process changes.

Calculated Cp/CpK and GR&R for all critical processes.

Recommend and implement cost-reducing programs for process improvement.

Analyzes QA metrics and provides recommendations for continuous process improvement.

Quality Control Inspector - 1989 - 1991

HONEYWELL, DASD, Albuquerque, NM

Worked in areas of displays, digital map, integrated circuits, and flight controls.

Qualified CAT-D inspector (approved for weapons inspection programs).

Quality Control Inspector - 1983 - 1989


Final and in-process inspection of printed circuit boards to customer specifications, including bare board dimensional verification, TDR testing and art work-ins.

Quality Control Inspector - 1981 - 1983


In-process inspection of printed circuit boards.


BS Accounting, University of Phoenix 2009

Level 3 Agile Certification

Business Analyst Certification

Six Sigma Process Qualifications

Master SPC Certification

Qualified CAT-D inspector

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