Claudia Alarcon

*** ***** **** ** ****** ■ Pembroke Pines, Florida 33025

C: 954-***-****

acs2aj@r.postjobfree.com

SUMMARY

Business Systems Analyst with ten years of diversified experience gathering and writing user requirements and six years of Technical Writing experience creating documentation for technical and non technical audiences; this includes network administrators, program developers, scientists and engineers • Certified Scrum Master and Six Sigma White Belt Certification. • Ten years experience writing documentation for computer software in industries such as banking and finance, networking, time and attendance, payroll, Higher Education and Health Care Industry • Leader and self starter who excels in a fast passed environment • Excellent communication skills • A quick learner with a keen interest in how information technology can improve the lives of customers.

SUNPASS - FLORIDA DEPT OF TRANSPORTATION, Deerfield FL

Business Analyst (Contract Position)-Kyra Solutions July 2015 – Present

Analyzed and gathered software business requirements for IT SunPass projects

Provided analysis definition, solution and direction to software development projects.

Executed and develop SQL queries to research and troubleshoot issues.

Testing of complex processes and jobs in the database and system backend.

Created business requirements, user stories and acceptance criteria in an Agile/Scrum environment.

LIBERTY POWER, Fort Lauderdale, FL

Business Analyst (Contract Position)-Kforce February 2015 – July 2015

Analyzed and gathered software business requirements in the market data services team for pricing, sales, and usage applications in the electrical utilities market

Created user stories and acceptance criteria using Team Foundation Server (TFS). Created use cases, flow charts, OO model, UML diagrams, process flows, task analysis, database diagrams, wire frames and screen mock-ups.

Documented requirements changes received from the electrical utilities for their EDI transactions regarding customer usage, demand, service period, meter reads, and other electronic utility data

Used Scrum / Agile in the development team

Created SQL queries to analyze and troubleshoot customer usage issues, billing, invoicing and reports.

ASSURANT, Miami, FL

Business Analyst (Contract Position)-Kforce July 2014 – January 2015

Documented Business Cases, created Visio process flows and gather user requirements for Claims Portal Project

Managed project scope, time, cost, and quality as well as coordinate deployment schedules and development issues.

Project Management and Deployment Planner for company-wide Win 7 deployment initiative impacting over 2000 users

Gathered user requirements and facilitated User Acceptance Testing (UAT), managed user tickets and issues.

Analyzed deployment statistics, tickets reported, fix turn-around times and acceptance testing criteria

Escalate issues appropriately to project owners, project managers, and managing partners.

Provided consistent communication between technical team and business groups throughout the project life cycle.

ENGAGEPOINT, Ft Lauderdale, FL

Senior Business Analyst January 2014 –July 2014

Business Analyst for Health Care and Insurance Exchange. Developed requirements for Enterprise software solutions such as Health Exchanges (HIX) Financials, HIX Customer Management Module, Electronic Data Interchange (EDI), and the Customer Application Process.

Gathered Requirements and created user stories, use cases, test case scenarios, wireframes (screen mockups), and business process modeling diagrams in BPMN format.

Coordinated requirements gathering process with State governments for their specific implementations. Worked in an Agile / Scrum SDLC methodology with internationally co-located development teams.

Validated user interface for usability and UX2014- and Section 508-compliant for the health exchange industry. Created mock-ups with tools such as iRise Studio, and Balsamiq.

FPL Miami, FL

Business Analyst (Contract Position)- Kforce November 2012 –January 2014

Business Analyst for a new FPL Call Center application. Worked on new solutions and enhancing the technology for this company-wide project.

Gathered Requirements, created test scripts, reported and managed defects for new Call Center application for FPL.

Participated in three successful pilots, worked with call center agents to gather requirements and analyzed company processes. Used Agile / Scrum methodology for software releases.

OPEN ENGLISH, Miami FL

Business Analyst (Contract Position)- Kforce August 2012 –November 2012

Business Analyst– Gathered requirements, and wrote user stories for Language Education Software.

Managed Agile teams and conducted Scrum meetings with development teams in Latin America. Lead Scrum Master for these projects. Developed and Managed Sales Force Reports.

BROWARD COLLEGE, Fort Lauderdale, FL

Technical Writer/ Analyst (Contract Position) February 2012 –August 2012

Gathered Requirements and Developed Centralized IT Repository in Share Point for IT Department

Documented IT Business Processes and coordinated multiple projects and documentation

Documented batch process and reporting for admissions system and also IT Security and IT Governess. .

Gathered Requirements and documented IT Strategic Plan for Broward College.

Developed templates for user guides, business requirements, functional specifications, and CAB process.

Documented proposal for Agile and Scrum implementation in their IT Organization

OPTIMA HEALTH CARE SYSTEMS, Palm City, FL

Product Owner – (Contract Position) November 2011 –February 2012

Scrum Master and product owner for Optima Rehab Health care systems

Business Analysis for HL7 Interface with other health care EHR applications

Managed projects and documented process flows for the Integration of Interfaces such as Quest Diagnostics, LabCorp, MedStar, etc .in the Health Care System.

Gathered business requirement for Electronic Health Care Systems, Rehabilitation systems and designed documentation, UML Use Cases, User Stories, Data Mapping, and Process Workflows.

Quality Assurance: SQL queries to analyze data. Tested and verified applications before Go Live

IOS HEALTH SYSTEMS, Miami, FL

Business Systems Analyst – (Contract Position) June –September 2011

Gathered business requirement for Electronic Health Care Systems and designed documentation, UML Use Cases, User Stories, Data Mapping, and Process Workflows.

Quality Assurance: SQL queries to analyze data. Tested and verified applications before Go Live.

Analyzed product gaps, lead brainstorming sessions, and managed projects including ICD-10 5010 conversion, Medical Billing software, Health Care Information Exchange Systems, Web based EMR systems, and Surescripts integration.

Rolling out HL7 & other interfaces between clinical systems to end users

Managed projects and documented process flows for the Integration of Interfaces such as Quest Diagnostics, LabCorp, MedStar, etc .in the Health Care System.

Documented Requirements for an EHR software system for Royal Caribbean shipboard clinics that served around 200 doctors, medical professionals, and over 36,000 employees.

Technical Writing: Developed Training Documentation and context sensitive Online Help for Health Care Information Systems.

ROYAL CARIBBEAN, Miramar, FL

Business Systems Analyst – (Contract Position) February – June 2011

SQL Queries and analysis of data using Hyperion reporting tools.

Business Analysis and requirements gathering for enhancements and technical support of Call Center Applications. Interactive with departments such as revenue, web, accounting and others.

Quality assurance and systems testing various applications. Updated test cases in HP Quality Center.

Managed and troubleshoot support tickets for Call Center, Credit Card Payment, and Financial Applications.

THE WASHINGTON POST - KAPLAN UNIVERSITY, Fort Lauderdale, FL

Business Systems Analyst II November 2008-December 2010

Gathered and managed stakeholder requirements for the University’s academic and admissions department.

Data mapping project analyzed information with basic SQL statements and Microsoft Reporting Tools.

Elicited detailed requirements through interviews, JAD sessions, workshops and meetings. Performed gap analysis, developed requirements artifacts and collaborated with developers, testers, subject matter experts, and customers throughout the entire Software Development Life Cycle (SDLC).

Selected for SCRUM Agile pilot project in the company.

Created user stories, managed and helped prioritized backlog, facilitated product demo, managed retrospectives, participated in weekly sprints, planning poker and daily stand-ups.

Worked on multi-million dollar projects. Facilitated User Acceptance Testing with business users and stakeholders.

Created high and low fidelity prototypes and wireframes of user interfaces for our applications.

Worked with customers UI design specialist to help redesigned web interface which improved customer satisfaction and helped significantly enhanced end user performance by saving valuable time spent on the application.

Developed user-centered agile specifications (user stories) and business-driven test cases. Performed testing and verification of project applications and prototypes. Familiar with Web 2.0 technologies including XML and web services.

Documented and mapped data warehouse conversion of over 200 critical business reports and data warehouse dashboards for C-Level executives, admissions, and registrar departments.

Analyzed and coordinated requirements for financial aid student wizard that streamlined the student application process. This helped save the company $15,000 in the first week of launching.

Improved Business Analysis process in the department through White Belt Certification project and helped implement agile methodology.

Created Use Cases, flow charts, data models, UML diagrams, process flows, task analysis, database, diagrams, wire frames and screen mock-ups.

Coordinated project requirements between end-users, stakeholders, software developers, quality assurance, technical support, and project managers.

Interviewed clients and end-users, gathered business specifications and translated these requirements into clear and concise technical and functional specification documents.

COMMERCE BANK, Miami, FL

Business Systems Analyst – (Contract Position) September 2007-July 2008

Worked with business stakeholders to gathered requirements and devise solution strategies for banking and financial applications

Coordinated project requirements between end-users, stakeholders, software developers, quality assurance, technical support, and project managers.

Interviewed clients and end-users, gathered business specifications and translated these requirements into clear and concise technical and functional specification documents.

Authored and maintained documents throughout the entire development lifecycle and implemented a change management process using MS SharePoint.

Experienced writing basic SQL statements in SQL Server, Oracle, and MySQL.

Developed detail process diagrams using MS Visio, including use cases, data flow charts, entity relationship diagrams, and acceptance test criteria.

Project lead responsible for mapping and documenting critical data warehouse project.

Managed Quality Assurance issues and participated in software testing of integration areas.

Developed QA test cases, created test scripts, release notes, and verified user requirements.

Synchronized multiple requirements from various stakeholders, and managed multiple projects.

Experienced and involved with most aspects of the system development lifecycle (SDLC).

Self-starter detail-oriented and excels in a fast paced and dynamic environment.

BAYVIEW FINANCIAL, Coral Gables, FL

Software Business Analyst December 2005-September 2007

Promoted to software business analyst.

Worked in web software development projects with variety of team members that included software developers, project managers, and business analyst. Gathered requirements for these projects.

Created use cases, flow charts, OO model, UML diagrams, process flows, task analysis, database diagrams, wire frames and screen mock-ups.

Analyzed and created client surveys, interview information, user experience feedback and user business needs.

Experienced with Scrum and Agile development methodologies.

Cooperated with customers, stakeholders, and other team members in order to manage my own projects, created schedules, met expectation, managed risks, and deliver projects on time.

Flexible with a variety of software development methodologies, including Agile, National, UML, and (Capability Maturity Model Integration).

Experienced using business analyst tools for requirements gathering including Mercury Quality Center, and Compuware’s (Business Requirement Module)

Coordinated and performed software testing: developed QA test cases, created test scripts, release notes, and verified user requirements.

Knowledgeable and experienced with content management tools, HTML and XML.

Implemented a wiki collaboration tool to facilitate the transfer of knowledge and management of standards for business analysts, project managers, technical writers and software developers.

KABA BENZING AMERICA, Miramar, FL

Technical Writer June 2004-December 2005

Technical writing of administrator documentation such as installation guides, API guides, troubleshot technical references, training manuals and online help.

Created use cases, wire frames, UML diagrams and tasked bases business requirements.

Developed user profiles and personas to be used in task based analysis and Rational ® for the development of the product and improvement of the help files.

Improved the current documentation standards, templates and organization based on research of specific customer needs.

Proficient with Microsoft VSS, Word, Excel, and Access.

Experienced with HTML, SGML, XML, DTD creation, RoboHelp, FrameMaker, Camtasia and Adobe Acrobat.

Created customer specific technical manuals and product release notes.

Delivered context-sensitive online help (HTML) and user guides (PDF files).

Had experience working in a fast paced environment with demanding deadlines and in depth understanding of software development production life cycles.

Familiar with the following languages C/C++, Java Script, Microsoft Visual Basic.NET, VBScript.

MOTOROLA-IDEN E-BUSINESS AND OPERATIONS, Plantation, Florida

Technical Writer - – (Contract Position) April-June 2004

Developed processes document for Oracle 11i implementation project.

Worked with team members to develop common documentation standards that conformed to the software development methodology (Capability Maturity Model Integration)

Became familiar with Six Sigma methodology and practices.

METILINX SOFTWARE INC., Miami, FL

Senior Technical Writer April 2001-April 2004

Promoted to Senior Technical writer and trained other junior writers on the team.

Organized, wrote, edited, and delivered documentation for server enterprise software such as on demand computing, clustering, network analysis, monitoring, server utilization and IT consolidation.

Interviewed engineers, developers, testers and product managers.

Technical writing of user and administrator guides, technical specification documents, quality assurance procedures, API guides, context sensitive help for a variety of platforms, white papers, case studies and technical marketing datasheets.

Authored (multi-media) software training videos using Camtasia and FlashMX.

Created templates for user guides, online help API’s, software delivery requirements, QA testing, knowledge base entries, and marketing datasheets.

Reviewed software delivery requirements and functional specification documents.

Planned and created publication estimates for completing projects.

Selected to work on a special project that was the creation of a standard GUI style guide for the software developers.

Created a proposal for the GUI redesign of the MetiLinx product utilizing user centered design, this included a client and usability study, a task and audience analysis, and a user profile study.

ADDITIONAL EXPERIENCE

MERCATOR SOFTWARE, Boca Raton, FL, Documentation Specialist, 2000-2001. Technical writing and analysis of documentation for complex integration and mapping software. Developed online help systems using Robohelp (multi-platform). Created document indexing and Adobe PDF libraries. Authored documents for API, Internet Adaptors, COM automation, HTTP, EDI, and PeopleSoft integrations tools. Edited graphics and created flow charts. Developed “read me” files included with the software application. Managed deliverable files in PVCS software configuration management tool. Participated in usability seminars. Interviewed engineers and software developers to author information geared towards a programmer analyst audience.

FLORIDA INTERNATIONAL UNIVERSITY, Miami, FL, Research Assistant, 1997-2000. Technical writing and analysis of technologies developed at NASA Kennedy Space Center. Researched intellectual property and wrote project reports. Extensive research and analysis of confidential patents. Assisted with the development of an Expert System in Knowledge Management base theory such as SAGE (Searchable Answer Generating Environment) using Cold Fusion web development tool. Developed Case Base library for Case Base Reasoning (CBR), and Artificial Intelligence (AI) system using a Java Platform. Researched and wrote project on corporate knowledge management software, expert systems and its applications. Created taxonomy for NASA’s expert seeker database. Designed tables and relationships for expert seeker database using SQL Server and ASP applications.

EDUCATION

KAPLAN UNIVERSITY, Fort Lauderdale, FL

Bachelors Degree in Information Technology, 2016

Business Process Modeling with BPMN 2014

Certified Scrum Master 2010

Six Sigma White Belt Certification 2010

User Story Training - 2010

UNIVERSITY OF CENTRAL FLORIDA –Orlando Fl -SQL and Web Development Classes 2009

Training – Content Management Certification (STC) 2007

Training – Mercury Quality Center and Scripting Tools 2007

Training – Professional XML Authoring – June 2002

Training – Professional Interfaced Design – March 2003

MIAMI DADE COLLEGE (MDC)- Miami Fl - Associate of Arts– December 2002

Attended New World School of the Arts Conservatory -Music –Performance 1996

PROFESSIONAL ASSOCIATIONS

International Institute of Business Analysis, Scrum Alliance, Net Impact Student Association, Society for Technical Communications (STC), STC SIG Usability and Human Factors, STC SIG Lone Writers, Society of Hispanic Professional Engineers (SHIP), Society of Woman Engineers (SWE), Institute of Noetic Sciences, Integral Institute in Boulder Colorado.

VOLUNTEER AND LEADERSHIP EXPERIENCE

Founder and President of the Conscious Business Network, Net Impact Chapter President for Kaplan University, Symposium Presenter for Awakening the Dreamer (Non-profit organization), Open Space Facilitator, Chapter Leader for the Society for Technical Communication (STC), Tutored and worked with physically disabled individuals teaching them how to use computer accessibility software such as Dragon Naturally Speaking and JAWS® for Windows.

SKILLS

Fluent in Spanish, Certified Scrum Master, Agile Methodology, Jira, Enterprise Architecture, Business Process Modeling Notation, SQL,Version One, ProClarity, Compuware (Business Requirements Module), RoboHelp, Framemaker and Adobe Acrobat, Camtasia, Capticate and Flas MX, Operating Systems Microsoft XP/2000/NT, Unix/Linux/Sun Solaris, Network Server Systems Windows 2003 Server, Novell NetWare, and Virtual Server, Microsoft Office Visio/Office/Excel/Access/VSS/IIS/ASP.NET/Visual Studio/Visual InterDev/SQL Server, HTML/XML/SGML, Macromedia Studio MX/RoboHelp X5/Captivate, MetiLinx Infrastructure Suite, Marcator Integration Broker, NaCoDAE (Case Base Reasoning Software), C++Programming.

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